Customer Service Officer

Customer Service Officer

Glasgow | £55.5k - £66.7k per annum (dependent on skills and qualifications)

Full-time | Hybrid

Joint-contribution pension from 6% (12% total) – Enhanced maternity & family leave – Life assurance – HolidayPlus – Virtual GP & Employee Assistance Programme plus retail and leisure discounts & many more.

REQ5807

We are looking for a Customer Service Officer who will provide strategic leadership of Customer and Careline service operations, driving performance, engagement, and robust compliance and assurance frameworks, to consistently deliver high-quality, 10/10 outcomes for customers and the wider Operations function.

We deliver safety, warmth, and comfort to homes and businesses. Every role, whether in the office or on the front line, plays a key part in this mission. Here’s how you will contribute…

Oversee performance across Customer and Careline customer service teams, ensuring delivery against operational objectives, quality standards, and compliance, assurance and reporting requirements.

Drive delivery of high-quality customer service and performance outcomes, supporting SGN’s ambition to be a top-performing GDN for customer satisfaction and complaints, achieve external accreditations for customer service and vulnerable customers.

Lead and manage colleague engagement, wellbeing and people performance across teams, ensuring alignment with HR policies, procedures, and organisational standards.

Work collaboratively with internal and external stakeholders to influence performance and service outcomes, ensuring inclusive, accessible service delivery for all customers, including vulnerable customers.

Lead, coach and develop a team of managers, building capability, driving consistency, and ensuring high-performing, compliant service delivery across Customer Service Centre operations.

What you will need

Proven experience leading customer service operations within a contact centre environment, including the leadership of managers and multiple teams to deliver consistent, high-quality outcomes.

Strong track record of driving performance, engagement, and service excellence, with a focus on continuous improvement and delivering best-in-class customer results.

Demonstrated ability to lead, develop, and coach managers, building leadership capability and embedding consistent standards, accountability, and a high-performance culture across teams.

Experience overseeing customer service performance within a regulated environment, ensuring robust adherence to policies, procedures, and compliance and assurance frameworks.

In-depth understanding of customer operations, including complaint handling and escalation management, with a focus on supporting vulnerable customers and managing complex cases effectively.

Highly effective communication, influencing, and decision-making skills, with the ability to engage senior stakeholders, drive alignment, and lead sustainable operational improvement.

Not sure you meet every requirement?

Research shows some people – particularly women and those from underrepresented backgrounds – may hesitate to apply unless they meet every criteria. At SGN, we value diverse backgrounds, experiences and perspectives.

If this role interests you but you’re not sure you tick every box, we’d still love to hear from you. You might be just who we’re looking for – now or in the future.

Why SGN?

SGN leads pioneering research and development for a energy system. Our innovative technologies are transforming the gas industry while keeping people safe and warm. We are an award-winning employer, including CCA Gold Awards for Great Places to Work and Inclusivity and Accessibility, and a proud Gold member of the Armed Forces Covenant.

If you require any accommodations or support during the application process, reach out to us. We're here to help ensure an inclusive and accessible experience for everyone. >