Customer Engagement Manager SSE

SSE is one of the largest and most diverse energy companies in the UK, with over 20,000 staff and around 10 million customers. As part of the SSE vision we have an interesting and challenging programme of projects to deliver on time and to budget. Our eServices department is a rapidly growing multi contact centre with strong links to our Marketing and IT departments for web development, content and online customer engagement. We currently have 1 million paperless customers, with an energetic target to increase this in line with Company goals.

An exciting opportunity has arisen for a Customer Engagement Manager to join our eServices team in Havant. You will help us achieve world class customer engagement through self service and automated channels.

Key responsibilities of the role include:

• Developing and designing eServices communications, conversations and experiences in line with our Customer Experience strategy
• Creating, editing and publishing content for our eService channels in conjunction with Marketing
• Designing engaging on line functionality in collaboration with the eServices Management team
• Demonstrating the value of automated functionality through delivering manually supported on-line services
• Creating and managing the bill and letter content to over 9 million domestic customers
• Creating loyalty through frequent positive customer engagement utilising their channel of choice.
• Managing social media service channels and online forums
• Managing customer focus groups to ensure that we meet our customers needs

The successful candidate will:

• Be educated to Masters Degree level or equivalent
• Have significant experience managing content and engagement on large websites
• Have leadership and influence experience within a large organisation
• Demonstrate professional copy writing and editorial capability
• Show a good understanding of using analytics to drive content requirements
• Have a good understanding of the use of social media in a business environment
• Have a thorough understanding of customer experience principles
• Show a high regard for safety

Successful candidates may be subject to the Company’s verification and vetting process. This includes a basic criminal record check.

Closing Date:15 June 2011

Interview/Start Dates:

Closing date for applications is 15th June 2011.

To apply, please visit www.sse.com/careers