Water Orton, England, United Kingdom
A resourceful, self-motivated and people focused leader, who has a broad range of experience across multiple disciplines; such, as customer service, operations, continuous improvement and cultural transformation - where success through distributed decision making, trust and innovation has thrived. Experienced in developing and sustaining a psychologically safe culture where everyone can flourish and be valued for who they truly are; through the experience, knowledge and the ideas they bring, helping to unlock and deliver long-term success for themselves, their colleagues, their customers and their business.
Purpose: Leading NESO's Customer Experience, Insight and Oversight activities, ensuring customer insight is translated into meaningful action that improves outcomes, strengthens trust, and delivers consistent, high‑quality customer experiences. The role brings together insight, standards and governance to shape how customer experiences are designed, delivered and continuously improved across NESO. Responsibilities: - Overall leadership of the customer insight, experience and oversight activities, ensuring customer intelligence drives prioritisation, decision‑making and accountability across the business. - Defining and evolving NESO's customer insight framework, integrating multiple data sources to deliver predictive, actionable insight and clear governance. - Translating insight into cross‑functional action, supporting consistent standards, sequencing of improvements and strategic alignment. - Setting and evolving customer experience standards and journey expectations to drive continuous improvement and consistency of delivery. - Supporting embedded CX managers and teams to design, improve and manage customer journeys, while overseeing performance and adherence to standards. - Leading the development of enterprise customer metrics, trust indices and scorecards, linking performance to outcomes, emerging risks and forward‑looking indicators. - Tracking delivery of improvements and emerging customer issues, guiding organisational decision‑making and cross‑functional alignment. - Building and developing a high‑performing central CX and insight team, fostering strong capability, customer literacy and a culture of accountability across the organisation.
Leading and inspiring a team to deliver change, that streamlines and enhances the processes supporting the NESO’s critical connections activities within the Customer Connections Team, which manages the connection of generation and demand to Great Britain’s high-voltage electricity network. A team that is at the forefront of helping Great Britain transition rapidly towards a zero-carbon future. Responsibilities: -Leading the development, design, and day-to-day delivery of complex processes. -Developing and delivering tools to facilitate improvements in data sharing and insights both internally and externally. -Managing and enhance security processes. -Overseeing a variety of license-driven processes and taking the lead on performance reporting for connections. -Cultivating strong, long-term relationships with customers, including Transmission Owners, customers seeking network connections, suppliers, and Government/Regulators. -Fostering a high-performing culture where every team member is fully engaged and valued.
Purpose: Leading the British Gas Energy Business Connections and Metering team, providing a range of services and solutions to new and existing non-domestic customers across the UK, through a multi-skilled cross-functional team of sales managers, contract managers, project managers, technical specialists, sales agents and metering specialists. Responsibilities: - Overall delivery of the end-to-end Connections & Metering business. - Steering British Gas Business' (BGB’s) strategic commercial connections & metering 3-5 year roadmap, including directing on partner management, specification & selection, products & services, sales & delivery strategy of products/services delivered through 3rd parties across the non-domestic sector. - Leading a diverse team and creating a high-performance culture with strong employee engagement scores. - Developing and delivering the end-to-end customer journey from sale through to delivery of connections and metering services, ensuring successful outcomes and satisfaction. - Leading the delivery of a range of engineering and data processes to ensure BGB operates safely and in compliance with all relevant legislation and regulatory frameworks. - Oversight and management of third-party field force, working with contract managers to ensure they deliver products and services in line with BGB’s objectives and customers’ expectations. - Fostering innovation, exploring and onboarding new products, services, and 3rd party contractors to meet customer demand, growth and revenue. - Collaborating with stakeholders to develop marketing of products and services & develop of external partnerships.
To lead and direct the Service Support function and ensure the delivery of an outstanding level of service to both our B2B and B2C customers across the Glide Group, creating great customer loyalty and representing the voice of the customer within the Operations Team. Responsibilities: - Management of all Service Desk & NOC activities. Ensuring all customer cases are responded too and resolved within SLA and to the customer satisfaction. - Responsible for planning resource capacity and capability across a 24x7 support operation to meet customer demands, SLAs and KPIs. - Ensuring that the appropriate and effective communications are in place for all stakeholders ensuring escalation routes are clearly defined and well managed internally and with customers and suppliers. -Service Design & Service Transition: Aligning support services with strategic goals, infrastructure and changing business requirements. Ensuring that the transition of new services to support and any changes to existing services and processes, are carried out in a coordinated manner with impact understood, and managed, across all areas. - Ensure that the appropriate support processes and service agreements are in place to meet contractual commitments. - Financial Management: working with the COO on developing and refining Service Support budgets & analysing financial performance. - Leadership: Defining team roles & responsibilities to meet customer needs ensure effective recruitment, mentoring, performance, reviews, learning and development. - Working with the Head of Customer Experience to build and nurture a culture of continual improvement across the team. - Continually analysing, evolving, and improving our support processes to drive a better level of service to our customers and maximising efficiency of the team, through standardisation, simplification, working to reduce effort on non-value add activities.
Responsible for delivering the Gas Operations Transformation Programme, through established and continuously improving change management methodologies and leading practices and industry standards. Key Responsibilities: - Lead the way in establishing and sustaining change management methodologies, tools, and metrics for change management efforts throughout the delivery of the transformation programme. - Advise on complex change management issues on the transformational programme, and oversee change management efforts to deliver successful and sustaining change management solutions. - Research leading practices of change management methodology and incorporate them into the Transformation Programme’s methodology. - Identify cultural components needed to institutionalise transformation efforts and creates associated change management strategy guidance. - Work closely with key stakeholders and customers to ensure that change management is at the forefront of designing for intended programme outcomes, driving financial and operational results across Gas Operations. - Elevate the change management capability through thought leadership, in order to implement real progress and widespread innovation. - Responsible for Operational performance reporting, analyses, advice, corrective actions and bench-marking.
A member of the Senior Leadership team responsible for driving and inspiring change through a culture of trust and collaboration, leading transformational and continual improvement activities across people, process and systems, that enable and accelerate optimal business outcomes. Key Responsibilities: - Leading, inspiring and motivating the Business Change function to help develop a culture and climate that is adaptive, responsive and continually learning. - Leading by example and developing the team’s capability, competency and capacity in order to ensure alignment with the strategy, vision and needs of the business. - Ensuring that the Business Change function enables coherent, flexible and collaborative projects and/or change initiatives that deliver value to our people, customers and business. - Ensuring a seamless integration and alignment of agile and lean frameworks and methodologies, to accelerate learning, innovation and value. - Creating and maintaining an energetic people centric work environment by being present, getting involved, encouraging, nurturing & growing our people. - Working closely with business Leads and specialist teams, to support the delivery of key initiatives and/or change projects, achieving the benefits set. - Maintaining a commercial focus and playing a key role in shaping and continually reviewing strategy and plans for embedding a culture of continuous improvement. - Challenging the statuesque and seeking to question and ensure that our culture, operating model, initiatives and performance demonstrably deliver the expected outputs and outcomes.
Leading the delivery of a multi-channel Customer Service Centre, for Domestic Metering customers (Energy Suppliers), championing customer service concepts and improvements to maximise the customer’s service experience and overall service effectiveness. Key Accountabilities • Providing strong, effective and motivational leadership up to 5 managers and 100 FTE in total, setting clear goals and objectives, whilst promoting a culture for delivering exceptional customer performance and continual improvement. • Developing and implementing key performance targets and strategic objectives for the Customer Service Centre. • Supporting operational relationship's with customers and associated stakeholders, proactively managing their expectations, and inspiring confidence in performance delivery. • Seeking out opportunities to identify and drive lean/performance excellence process and policy improvements. • Implementing and continually reviewing strategies that ensure resource and workload ‘capacity and demand’ is clearly understood and managed efficiently to deliver consistent standards of service. • Promoting a culture for ‘capacity to change’ in an adaptive environment where change can be effectively implemented, with maximum employee engagement. • Embedding a customer experience culture that seeks to understand the root cause of complaints and ensuring that mitigating actions are put in place . • Leading and supporting change initiatives/projects within the business, ensuring that business as usual is maintained and changes are effectively interrogated successfully. • Ownership and continual review and testing of the Customer Service Centre, business continuity plans.
Leading the delivery of works management processes, for National Grid Metering Domestic customers (Energy Suppliers), maximising the customer’s service experience, overall service effectiveness and value. Key Accountabilities • Management of up to 4 Team Leaders and upwards of 45 Customer Operation Advisors. • Managing the provision of domestic services to customers, ensuring delivery at or above agreed services levels and proactively identifying and mitigating potential performance shortfalls. • Supporting customer and stakeholder relationships, managing their expectations and performance delivery issues. • Providing clear, effective and inspirational leadership to direct and in-direct reports, setting clear goals and SMART objectives, whilst promoting a culture for delivering exceptional team work and customer performance. • Promoting a culture for change, in an environment where the change curve and cycle is clearly understood and managed effectively. • Actively engaging and promoting development, coaching and mentorship within the wider team. • Planning the optimal resourcing levels to deliver agreed services and meet the agreed business plan. • Supporting the operational relationship with the service partners, to ensure that KPIs are on track and achieved. • Seeking out opportunities to identify and drive process improvements, whilst recognising the potential impacts to other areas and sharing best practice. • Supporting end-to-end procurement processes and mobilisation plans for new service partners. • Producing detailed impact assessments and associated mandates to support any regulatory or technological changes.