Responsibilities

• Supporting the Campaign Manager with the daily customer campaign picklist selection, in line with agreed strategic priorities for campaign i.e. new customers/post failure/no slots etc to meet the Demand Plan and our regulatory requirements and ensuring the selection of customer records at the necessary volumes at a MOP and postcode level to generate sufficient appointments to fill the diary
• Working with the outsourced partner lead to ensure there is a co-ordinated approach to smart customer communications, messaging, scripting, agent briefings across all proactive channels
• Supporting the Campaign Manager in ensuring accurate performance measurement and reporting for proactive customer contact attempts by channel/campaign/message, smart appointment generation (forward view of appointment pipeline/attribution by channel/conversion rates), unsuccessful contact attempts (no response/active refusals, no slots/register your interest etc.) and keep warm performance (where appointment went ahead/reschedules/cancellations/aborts) etc. – adopting a test and learn approach
• Supporting the Campaign Manager in the development of the messaging/content/design of all smart customer communications including pre-appointment, during and post install including appointment reminder communications, refusal communications and all leave behind material, ensuring they cost effectively elicit the intended customer response and that we comply with any related SMICoP obligations
• Supporting other channels – Customer Service, Debt, New Connections, Landlord, Change of Tenancy, Change of Supplier, Change of Mode and all transactional communications through supporting the provision of content/messaging of all smart related communication requirements through these channels, supporting any specific campaign requirements, providing briefing materials, training support, call scripting and supporting call listening ensuring the messaging and communications approach is effective and in line with the proactive approach
• Briefing our internal Marketing, Digital and Data Teams and external agencies (as necessary) on all smart related customer communications, new campaigns, website/app updates, changes to existing campaigns or changes to our contact and monitoring approach
• Support with media enquiries or customer complaints relating to smart communications
• Support any industry pilots/projects relating to smart customer engagement i.e. BEIS Local Pilots across the Smart Programme as directed by the Customer Engagement Manager
• Monitor customer feedback on smart messaging content/approach for all smart related communications and suggest improvements to content/approach to improve our customer experience
• Support the unlocking of campaign ineligible customers ensuring we maximise the customers available for campaign

Requirements

• Experience and expertise, in a business environment – preferably within the electricity or utilities environment
• A track record of operational delivery within a demanding environment, achieving excellent results
• Understanding of budgets, purchase orders and relevant financial practices
• Ability to think clearly and logically and to communicate complex issues in a concise manner
• Strong written and oral communication skills are essential
• Good planning and organisational capability
• Ability to form effective working relationships at all levels
• Proficient user of Microsoft Word, Excel and PowerPoint
• Effective time management
• Ability to clearly articulate opportunities, problems, risks, outcomes

Benefits

• As well as a competitive salary which is reviewed annually, you can also enjoy a number of other benefits. With our pension scheme, we’ll double match your contribution up to a company contribution of 10%.
• 36 days annual leave
• Holiday Purchase – perfect your work/life balance with extra annual leave
• Share Schemes
• Payroll Giving and Charity Matched Funding
• Technology Vouchers – save more and spread the cost of your technology purchases
• Electric Vehicle Schemes – to help you transition to green/clean driving
• Cycle to Work scheme and Public Transport Season Ticket Loans
• Healthcare benefit options including: Dental Insurance, Private Medical Insurance, Health Cash Plan and annual Health Assessments
• Life Assurance (4x salary)