Safe And Warm Community Manager - Southern

Location: Southern Network

Salary: £53.8k - £67.3k per annum (Dependent on skills, qualifications & location)

Reference: REQ3791

Do you want to be a part of an innovative and supportive team, where there are great opportunities for career progression and development?

Join us in supporting 500,000 vulnerable households across our network to use energy safely, efficiently, and affordably. We're expanding our Southern network's Social Impact and Vulnerability team and seeking an experienced Customer Service Manager who's passionate about delivering exceptional service.

As a Safe & Warm Community Manager, you'll work across our Customer Experience, Operational, and SI&V teams, leading efforts to provide inclusive, accessible service. Your role involves driving improvements to support vulnerable customers, engaging with operational and community teams, and making a positive impact in our communities.

What will you be doing day to day?

• Oversee a range of projects within our Mains Replacement, Emergency, and Connections departments in our Southern network, specifically tailored to support vulnerable customers.
• Lead a team of Safe and Warm community advisors to execute our vulnerability strategy, implementing targeted initiatives in community projects to provide inclusive services. Collaborate with dedicated partnerships and operational teams to ensure exceptional customer service.
• Establish and nurture relationships with stakeholders and community partners to support our Safe and Warm and energy safeguarding initiatives, particularly in areas of high deprivation, in coordination with our Social Impact and Vulnerability team.
• Enhance customer relations and resolution processes for vulnerable customers, ensuring prompt support and resolution of complaints and inquiries, with a focus on reducing high-level queries.
• Provide analysis and insights to continually improve and exceed expectations for vulnerable customers, focusing on key drivers and root causes.
• Meet or surpass key performance indicators including PSR customer satisfaction, complaint and enquiry resolution, Carbon Monoxide awareness, and Guaranteed Standards of Performance for vulnerable customers.
• Assist Customer Experience functions during evacuations and large-scale incidents, prioritizing the needs of vulnerable customers.
• Develop initiatives to enhance the journey of vulnerable customers and align with evolving expectations.

What you’ll need

You will be required to have a minimum of 24 months in a similar leadership role and be able to demonstrate previous skill sets around exceptional customer service initiatives, management of customer community projects, vulnerability initiatives and people management.

We’re also looking for;

• Demonstrated experience in managing teams, particularly those providing front-facing customer support in community projects.
• Proven track record in managing Health & Safety, Onsite Risk management, Employee welfare, and HR support.
• Experience in overseeing a diverse portfolio of projects across all three workstreams, with a dedicated focus on supporting vulnerable customers.
• Proficient in managing KPIs, specifically for customer satisfaction (CSAT), Guaranteed Standards of Performance (GSOP), and complaints performance.
• Exceptional written and verbal communication skills, with the ability to represent the Senior Management team, including the CEO, in correspondence with customers and stakeholders.
• Strong presentation skills, adept at delivering complex messages with clarity and confidence.
• Skilled in stakeholder engagement, fostering relationships and driving value through partnerships.
• Analytical prowess and adeptness in reporting, ensuring accuracy in assessing performance against KPIs.
• Dedicated to delivering outstanding customer experiences for all, particularly those in vulnerable circumstances, while excelling in collaborative team environments.
• Upholds strong ethical standards, capable of working both autonomously and collaboratively within our team.
• Holds a valid UK driving licence.

If you don’t have all the qualifications, we would still love to hear from you… we provide our own specialised learning and development programs, providing access to learning tools to help you acquire the skills needed to excel in our environment.