Consumer Journey Lead

Job Description

Consumer Journey Lead

R0051879

Customer Operations – Dublin Based

2-year fixed term contract

Reporting to: Head of Customer Journeys

Bord Gáis Energy generates, sells and trades energy for use in the Republic of Ireland. We’ve been in operation since 1976 and today we supply over 750,000 customers with energy in Ireland. In 2014 we became part of Centrica plc. We are a progressive company with a reputation for experience and expertise in the energy market and are committed to ensuring that all of our activity is aimed at benefiting and serving our customers.

This role sits in the Customer Journeys area and the Consumer Journey Lead will have full ownership and accountability over the management, reporting and optimisation of all Consumer Journey processes and the alignment of this journey with our strategic objectives.

The Consumer Journey Lead will be responsible for all elements of our Join/Move processes and will be tasked with creating an environment of continuous improvement and process optimisation. Additionally, this role will take on leadership responsibilities in aligning the Consumer Journey with future strategies and enabling customer growth plans.

About the Role

• Ownership and responsibility over all Consumer Join and Move processes
• Ownership and responsibility over our supplier Telesales performance
• Management of internal team, including telesales functions, process leads and process analysts. Promote a high-performance culture that values continuous improvement, business process automation and a focus on root cause analysis
• Own key controls at both local and group level, as they pertain to the Consumer Journey
• Provide scheduled and bespoke reporting insights to evidence the effective management of all Consumer Journey related KPI’s and Metrics
• Work with our suppliers and outsourced teams to ensure optimal Consumer Journey performance
• Work with our suppliers and outsource teams to ensure all Telesales targets are being met and are in line with budget goals
• Chair and attend key supplier reviews, both weekly and monthly
• Oversight of our supplier SLA’s and KPIs as they pertain to Telesales Management and key Join/Move processes
• Work in a leadership capacity to drive key projects or initiatives relating to the Consumer Journey. Create and execute on business cases that yield material financial and growth benefits through the improvement of our Join and Move journeys
• Present and communicate Join/Move performance measures to senior leadership teams
• Manage the operations fulfilment of all large group sales and tender wins (Consumer)
• Ownership over the Supplier of Last Resort (SoLR) process for Consumer
• Promote collaboration with internal departments, in particular the Retail Consumer Team
• Act as cover for the Head of Customer Journeys when required

About You

• You’ll have the ability to identify process flaws and or bottlenecks in the process and take necessary action
• Strong understanding of process improvement
• Effective communicator with confidence to question and challenge established ways of operating
• Good organisational skills and attention to detail
• Commercial acumen
• Advanced data and system experience
• Motivated self-starter with ability to work on own initiative
• Strong presentation skills

Bord Gáis Energy are committed to placing equality, diversity, care and respect at the heart of our policies and everyday practices. We encourage everyone to take part in our active employee networks, including the Women's network, Neurodiversity network, Carer’s network, and BRÓD, our LGBTQ+ network. We're proud of the work our networks and allies do to help us promote a culture of inclusion, empowering our colleagues to be themselves and do their best work. Our vision is to employ a diverse mix of people who reflect the societies we work in and the customers we serve, so we welcome applications from people of all backgrounds and perspectives.

Our Flexible First working model empowers our people to find a better balance between home and office working. You can enjoy the convenience of working from home combined with time spent onsite in a way that works for you, our customers, and our business. Our office is used as a place to connect and collaborate with colleagues, rather than your default place of work each day.

Here in Bord Gáis Energy we’re helping to create a more sustainable and inclusive future that supports our communities, our planet – and each other. The prevention of family homelessness in Ireland is an area where we believe we can make a real difference and through our partnership with Focus Ireland, we have been working on making this a reality since 2015. We encourage all colleagues to get involved in the partnership, with everyone receiving 2 days' volunteering leave to participate in initiatives or events supporting Focus Ireland.

Our Values

care | delivery | collaboration | agility | courage

The closing date for receipt of applications for this vacancy is 6 December 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.