Head of Customer Delivery Service & Repair
Reference: R0042450
Services & Solutions - Dublin
Specific Purpose
Reporting to: Head of Field Development
Bord Gáis Energy is one of Ireland’s leading energy and service companies. We supply gas, electricity, and energy services to over 700,000 homes and businesses across the country, offering excellent customer service as well as the best value possible. Bord Gáis Energy is uniquely positioned to drive positive change and we have an opportunity, as well as a responsibility, to reshape our future. While there are challenges ahead, we are committed to supporting our consumers and colleagues, to rethinking power generation, and to supporting an affordable and fair transition for all.
Role Purpose
Leadership of field area managers and their teams 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.
- First Class Technical background for all related products and services.
- 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 engagementOur Values
care | delivery | collaboration | agility | courage
The closing date for receipt of applications for this vacancy is 24th of May 2023.
Job Type: Full-time
Salary: €75,000.00-€100,000.00 per year
Benefits:
- Additional leave
- Bike to work scheme
- Company pension
- Employee discount
- On-site gym
- Sick pay
- Work from home
Schedule:
- Day shift
- Monday to Friday
Supplemental pay types:
- Bonus pay
- Performance bonus
Ability to commute/relocate:
- Southside, Dublin, CO. Dublin: reliably commute or plan to relocate before starting work (required)
Work Location: Hybrid remote in Southside, Dublin, CO. Dublin
Reference ID: R0042450
