Customer Experience Performance Officer

About the role

Join SGN’s Customer Experience (CX) team as a Performance Officer, supporting field and office colleagues to deliver outstanding service. You will act as the regional CX champion, driving improvements in customer satisfaction and complaint handling across depots.

Key responsibilities

• Coach and support operations staff to achieve high levels of customer satisfaction.
• Lead behavioural change initiatives with senior depot managers to meet CX objectives.
• Present analysis, opportunities and recommendations at senior manager meetings.
• Review and update training materials to ensure relevance and effectiveness.
• Deliver continuous training across the workforce, targeting identified improvement areas.
• Produce business reports, highlight trends and propose solutions.
• Implement key initiatives through internal projects.
• Analyse enquiries, complaints and service standards to identify trends and drive improvements.
• Provide incident support for Scotland and the southern network.

Required profile

• Proven experience in coaching, training or management with a record of influencing performance.
• Strong interpersonal and influencing abilities, capable of strategic thinking.
• Analytical mindset with the ability to interpret data and identify trends.
• Full valid UK driver’s licence.

Required skills

• Data analysis and reporting.
• Training design and delivery.
• Stakeholder engagement.

What we offer

• Competitive salary (£44.4k‑£55.5k per annum, dependent on skills).
• Hybrid working model.
• Enhanced pension scheme, maternity/paternity pay, life assurance.
• HolidayPlus, Cycle2Work scheme and other employee benefits.