Head of Customer Experience

To identify, lead and develop improvements to the customer experience and the way GEL are organised to deliver these effectively, in anticipation of a fast-changing energy industry, to lead and motivate the Customer Services Team in providing an excellent service to our customers, and to assist in the development and delivery of GELs Customer Excellence Strategy to become a more customer centric organisation.
Department
Customer
Contract Type
Full Time
Location
Guernsey
Reporting To
Senior Executive Team

Key Responsibilities

Strategy
  • To develop and deliver GEL's Customer Excellence strategy to become a more customer centric organisation, in anticipation of a fast-changing energy industry
Service Enhancement
  • To identify, lead and develop improvement to the customer experience, considering key touchpoints, end-to-end customer journeys, operational and technological requirements and commercial aims
  • To create and successfully deploy better modes of operations, including use of customer facing and internal technology and systems, to make customer service easier for both customers and GEL internal teams
  • To deploy high quality robust and sustainable work processes across teams to drive efficient and high quality execution of the Customer Excellence strategy
  • To be responsible for customer research and satisfaction surveys and internal exercises to inform, develop and deliver improvements to the customer experience
Service Delivery
  • To manage and lead the Customer Service Team to facilitate excellent customer service and brand awareness across internal and external customers
  • Give consistent direction to the Customer Service Team members to ensure that all customer request and enquiries are dealt with in an efficient and customer focused manner, to strive for first time resolution
  • To continuously seek to improve day-to-day processes and to eradicate root cause of customer and operational issues
  • Serve as the intermediary between the Customer Service Team and the rest of the organisation and to ensure effective communication and collaboration with all internal and external stakeholders
  • Responsible for development and delivery of key customer touchpoints, including customer facing technology (such as online customer portal and digital self-serve tools) physical triggers (such as printed letters and statements) and key customer service interactions (such as over the phone, in person, in the field)
Quality
  • Develop effective management information processes and provide statistical feedback on performance of teams on KPIs
  • Responsible for Performance Development of Customer Services Team, at the individual and team level, to ensure appropriate training, progress and well being
  • Responsible for performance of all key customer touch points

Skills, Knowledge & Expertise

  • Minimum of 5 years' experience in Customer Services and in managing customer services teams, including with call centre agents and in use of internal and customer facing systems and tools
  • Minimum of 5 years' experience in designing customer experience improvements and operational change
  • Solid understanding of the business and industry or similar customer facing serviced based industry
  • Strong leadership skills with an ability to communicate with and manage people effectively, continually improving the performance of direct reports through feedback and coaching/mentoring
  • Commercially driven high impact individual with proven abilities to build strong relationships with leaders and in sponsoring change and continuous improvement
  • Ability to lead and collaborate in cross-team projects to deliver new solutions and improvements
  • Demonstrable experience in working with and leveraging technologies (including internal systems and customer facing portals and self-serve digital tools) to deliver a cost-effective, successful customer experience
  • Excellent communication and organisational skills
  • Good analytical skills and ability to report updates and information to management and to teams

About Guernsey Electricity

Guernsey Electricity is a leading utility business supplying electricity and associated services to domestic and commercial customers.

It is the sole provider of electrical energy in Guernsey and is wholly owned by the island’s government, combining the importation of electricity with local power generation and distribution. It also undertakes electrical contracting and retailing and is a partner in a joint venture which operates the transmission company connecting the Channel Islands to France. It has a turnover of £55 million and the company has a major capital expenditure programme over the next 5 years in developing and upgrading key parts of its infrastructure. 

Guernsey Electricity employs in the region of 200 staff in a wide range of business areas including Asset Management, Generation, Distribution, Commercial Contracting, Retail, HR, Facilities, Finance, IT, Customer Service and Project Management. 

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Department
Customer
Contract Type
Full Time
Location
Guernsey
Reporting To
Senior Executive Team
View all opportunities at Guernsey Electricity