Customer Excellence Manager

Role Overview

The Customer Excellence Manager plays a critical role in ensuring outstanding customer performance and will spearhead OCUs customer focus across our DNO frameworks. This includes ensuring compliance with PSI and Broad Measure targets leading initiatives to enhance customer satisfaction and delivering education programs to boost customer performance awareness among all contract staff. By fostering a culture of customer excellence the role will ensure continuous improvement and align OCUs performance with DNO expectations.

Duties and Responsibilities

1. Customer Performance Management

Lead and monitor customer performance metrics across all DNO contracts.

Ensure OCU meets PSI and Broad Measure regulatory targets.

Develop educational programs to increase staff awareness and understanding of customer performance management.

Collaborate closely with SSEN to boost Broad Measure scores for connections and supply continuity.

Investigate poor performance failings and implement improvements based on findings.

2. Complaints & Continuous Improvement

Manage the end-to-end complaints process ensuring timely resolution.

Monitor compliance with customer resolution standards and escalate issues if needed.

Analyse complaints identify trends and implement lessons learned for continuous improvement.

Develop a structured process to investigate low Broad Measure scores ensuring fast findings.

Cascade lessons learned to teams via toolbox talks to the wider team.

Produce reports on customer performance broader measures complaints and actions.

Foster continuous improvement and customer excellence culture.

Leadership & Culture

Build a positive performance-driven culture across operational support functions.

Foster a customer-centric culture.

Promote collaboration across teams.

Lead by example ensuring customer excellence is a shared priority.

Key Skills & Experience

Essential

Experience working within a regulated business environment

Experience in customer management within power/utilities sector

Knowledge of DNO regulatory targets with an appreciation of the mechanisms to scoring.

Leadership in customer-focused initiatives.

Strong communication skills.

Desirable

Experience with continuous improvement programs.

Prior leadership in a similar DNO environment.

Person Specification

Highly organised analytical and solution focused.

Strong communicator with the ability to influence across all levels.

A problem-solver who thrives in a fast-paced operational environment.

Proactive mindset with an eye for continuous improvement and efficiency.

Collaborative and team oriented.

Performance Measures

Achieving PSI and Broad Measure targets.

Reduction in complaint resolution times.

Demonstrated improvement in customer satisfaction scores.

Successful delivery and implementation of customer excellence educational programmes

Driven by values powered by inclusion.

At OCU our values guide everything we do: integrity collaboration respect innovation and one company united. They shape how we work with our clients communities and each other. We believe that inclusion is more than a principle its the foundation of our success. By embracing equity and ensuring that every individual has the opportunity to thrive we create a workplace where diverse perspectives are valued and everyone feels they belong.

Together we build stronger teams deliver better outcomes and grow in ways that reflect the communities we serve. If you want to be part of a culture where values matter and inclusion is at the heart of everything we do apply now and help us shape the future together.

If you are invited to progress in the recruitment process will you require any reasonable adjustments to support you Please let us know so we can ensure the process is accessible and fair for you. Any information you share will be treated confidentially and will only be used to support you during the recruitment process.