Centrica Hiring For Head of Customer Delivery – Service & Repair at Dublin, County Dublin Full Time

Head of Customer Delivery Service & Repair

Reference: R0042450

Services & Solutions – Dublin

Specific Purpose Contract

Reporting to: Head of Field Development

Role Purpose

As Head of Customer Delivery, you will lead a team of Field Area Managers, their teams and field-based Engineers to ensure outstanding customer service and business delivery, based upon our portfolio of customers including all service contracts and non-contract customers, support of the installation’s teams, sales, and upgrade work. The role will ensure safe delivery for all aspects of services, including any relevant support of Local Heroes, installations and retrofit teams, and any other Energy Services that also deliver on Bord Gais Energy’s EEOS obligation and path to net zero.

Key accountabilities

Accountable for the delivery of best-in-class services field activity across Ireland guaranteeing compliance with health and safety requirements, brand, and quality standards as an Ambassador for driving a Safety first culture.

Customer: Efficient resolution and delivery of our end-to-end customer commitments with outstanding in-home experience through technical, safety and advisory excellence.

Colleague: Inclusive, empowering and enabling leadership ensuring our colleagues feel supported and enabled to be the best they can be for our customers. Driving a high-performance culture with a step change in engagement ensuring all colleagues are aligned in delivering the best customer outcomes.

Commercial: Absolute focus on capacity and response to customer demand to optimise our cost per customer across the portfolio. Controls and levers in place to drive optimisation of lost time, colleague effectiveness, revenue generation, materials etc…

Conduct – Adherence to Standards and regulatory frameworks. Delivery of effective customer outcomes across the full customer portfolio in line with the standards and frameworks agreed with our regulators and the broader Centrica group

Community – Brand Ambassador role engaging and helping to build a local identity in line with our brand values within the communities we serve. Bringing to life of national campaigns and objectives through the actions of your teams

Technical and safety standards: Customer and colleague outcomes underpinned by the safest technical workforce in the industry. Consistent delivery of technical standards and process in an environment that fosters continuous improvement and root cause investigation.

Role Components

Business Expertise

Experience of leading a large field force with complex infrastructure and people practises.

Demonstrates Field transformation capability focusing on customer experience and CTS

3rd Party Management and delivery

Demonstrates excellence in customer service.

Monitoring all elements of field performance including the delivery of KPI.

Workforce Optimisation

Leadership & Teamwork

Creates an environment of psychological safety for their teams and those within their sphere of influence.

Is hyper-aware of changes in the external environment and can articulate what those mean for the customer and the team, and to adapt accordingly

Very strong people management skills and coaching ethos.

Prioritises decisions based on solving customer problems and improving the customer experience, in cognisance of commercial parameters

Implements new ways of working that meet customers’ needs and promotes customer centricity

Builds diverse capability across the organisation and recognises people that demonstrate critical customer centric behaviours

Develops and coaches their people to help them succeed

Collaborates cross-functionally, seeking to understand others & work to achieve collective goals

Holds total accountability for their decisions and can defend their priorities

Role Impact

This role works closely with both Field Development and net Zero Operations Managers to ensure a cohesive response to business needs across Services. This role inputs into the field development strategy and is responsible for its delivery, working cross-functionally across teams and avoiding any silo thinking or approach.

Problem solving, decision making & impact

The individual will have strong analytical and conceptual thinking skills, able to successfully balance customer and commercial imperatives to deliver successful customer strategies and outcomes

Stakeholder

This role has a primary working relationship with the Services & Solutions Director and the role regularly participates with EMT level and the MD via Monthly Business Reviews. The ideal candidate would need to be proficient interacting at this senior level and can add value to not only core services management decisions but also in the wider business context

Work and develop relationships with external stakeholders and partners and represent BGE brand

Excellent interpersonal skills are required for this role with the ability to communicate strategy at a variety of levels internally and externally

High levels of persuasion and influence will be needed while working within a networked team both internally and externally

Performance indicators:
Growth into new services and delivery of services margin

Alignment with path to net zero

All spend within budgeted levels

Key Customer experience metrics: NPS • Complaints, Broken promises • Safety & quality compliance • First Time Fix

Key Growth & Commercial Metrics: • Cost/Customer • Avg product holdings/customer

Employee engagement

Our Values

care | delivery | collaboration | agility | courage

The closing date for receipt of applications for this vacancy is 8th of September 2023.

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.