AddressWe are Centrica! We’re so much more than an energy company. We’re a family of brands revolutionising a cleaner, greener future. Working here is #MoreThanACareer - we’re powered by purpose. Together we can make an impact that will truly change tomorrow. Whether you’re developing cutting-edge green tech, helping customers on the front line or simplifying operations behind the scenes.
Your work here isn’t just a job – it’s a mission. We all play a vital role in energising a greener, fairer future.
Strengthen. Focus. Grow
The future of energy is changing, and we need to be ready to help the people of the UK transition to greener homes.
We’re evolving Services & Solutions to meet our business needs, now and in the future.
We know what we need to do to be successful; we just need to get on and do it now.
Customers just want us to deliver the right job at the right time and get through to us easily. All at the right price of course.
We have great products and services that we know customers want, but to be successful we need to grow.
To get where we’re going, we need a Transformation Support Manager.
Customer Fulfilment is on a multi-year transformational journey within BG Services and Solutions. The Pod 2.0 plan is built on moving from a national to regional organisation, reducing failure demand, offering channel choice to customers, and ensuring improving Customer Satisfaction to upper quartile levels.
This role will be as a key member of the Channels and Transformation Leadership team and will report directly to The Customer Contact Transformation Lead who is responsible for defining which projects will contribute to achieving the strategic ambitions within this space.
Location: This is a remote based role but you may be required to travel to an office once per month depending on the requirement.
Key Accountabilities
- Supporting and contributing to our transformation workstream POD 2.0, defining the key projects needed to deliver the strategic changes outlined in this plan.
- Develops key measures of success, agrees targets, and supports the delivery of these measures.
- Work with finance, HR, DTS and the business to build business cases to support the investment needed to deliver the change. Create and support delivery of benefit tracking models for post implementation analysis.
- Responsible for supporting the CFT lead with project steering groups to ensure projects deliver to budget, on time, to the required quality, and all risks are well managed and mitigated.
- Supports the development of requirements for any technological change that supports operating model development.
- Responsible for communication of change both to executive audiences as well as to operational leaders.
- Support the CCT lead with the definition, design, and delivery of the channel strategy across British Gas Services and Solutions.
Work Experience & Functional/Technical Skills
- Understanding of Customer Experience and how effective channel management can influence CX
- Experience of leading Change
- Involvement in Contact Centre or Customer Contact transformation programs
- Effectively change managed through analysis, communication, planning and scheduling activities
- Strong experience establishing and working in Agile environments
- A deep understanding of the POD operations model
- Have a passion to work within transformation
- Strong & Analytical organisational skills
Education and Certifications
- Experience in project/people management, Understanding of the POD model.
We are proud to be recognised as a disability-confident employer. Our customers come from a variety of different backgrounds, and so do we. We hire great people from all walks of life, not just because it’s the right thing to do, but because it makes our company stronger. We will continue championing inclusivity while investing in our local communities to create a better, more sustainable world for everyone.
We are incredibly proud to have been recognised by The Times for being one of the Top 50 Employers for Women.
Our people are the beating heart of our business. We are incredibly proud of our commitment to being FlexFirst. From childcare to furry friends, we listened to our people and understood that they work best when they are comfortable and have a flexible working model that suits their individual needs. We embrace the opportunity to give our colleagues a choice to work from anywhere whilst still ensuring they can connect and engage with their teams through office days, employee networks and virtual events.
In addition, after listening to what matters most to them, we have tailored our well-being & benefits package around our employees.
💰 Competitive salary and bonus potential
💡 Employee Energy Allowance at 15% of the government price cap
👵 Pension scheme
🚗 Electric car lease scheme
⛱ 33 days holiday allowance, inclusive of public holidays, and the option to buy up to 5 additional days
🏋️♀️Excellent range of flexible benefits, including technology vouchers & travel insurance
🌲 We are committed to creating a cleaner and greener future. And we’re making big changes to help us get there. That means cutting customers' emissions and our own to reach net zero. And because our people are the beating heart of our business, we will continue to champion inclusivity, develop future skills and invest in our local communities to create a better world for everyone. As part of our reforestation project with WeForest, for every new employee that joins our family, we plant trees in underprivileged areas in Tanzania to offer farming and wildlife economy opportunities for locals.
At Centrica we embrace diversity and actively seek to attract individuals with unique backgrounds and perspectives. To build a more sustainable future, we need the best team – a team with a diverse mix of people and skills, where everyone feels welcome and able to succeed. We are dedicated in helping to close the diversity gap and would love to see more females, people of colour and LGBTQ+ employees, as well as those from a variety of cultures and ethnicity to veterans and the differently abled. Supporting diversity and inclusion is a big part of who we are, we are not looking for people to fit into our culture but to add to it!
PLEASE APPLY ONLINE by hitting the 'Apply' button.
Applications will ONLY be accepted via the ‘Apply’ button.
This role is being handled by the Centrica recruitment team and NO agency contact is required.
