Job no: 516493
Work type: Permanent - Full Time
Location: Cardiff
Categories: Customer Services/Call Centre, Communications

Job Title: Knowledge and Communications Lead

Location: Cardiff

Salary: £24,923 – £32,919 depending on skills and experience + excellent benefits

Permanent Full Time Hours

The Role

As Knowledge and Communication lead, you will be responsible for building and maintaining the knowledge base of our customer facing staff within the Sales and Retention Contact Centre, ensuring they have all the information required to provide a world class service to our customers. You’ll support operational teams with the production of multimedia communication material, keeping colleague’s information of changes and initiatives taking place across the business.

Some of your other accountabilities will include;

*Building and maintaining strong relationships with key internal stakeholders, ensuring full engagement with all communication activity.

*Assisting and supporting campaign and roadshow activities, ensuring communications by our operational leadership team are delivered in a timely and engaging manner.

*Ensure that all work created by the Knowledge and Communications team is reflective and complementary to the SSE brand.

*Maintaining strong relationships with our Brand Executives and supporting marketing on site events including promotions and competitions.

*Ensure the successful delivery and engagement of our Great Place to Work employee survey.

*Manage the content of the Sales Hub, promoting effective employee discussion and feedback.

Your Skills and Experience

We are looking for someone who has held a similar role within a contact centre environment, and has a good understanding of SSE’s range of products and services. You’ll have proven decision making skills and the ability to deliver effective communications. Excellent working knowledge of all Microsoft applications will be necessary and you should also have a detailed understanding of SharePoint development. It goes without saying that outstanding communication, presentation and time management skills will be imperative, as well as the ability to work on your own initiative and to strict deadlines.

Anything else?

Yes – you’ll be disciplined with an analytical approach to gathering information and problem solving, but more importantly you’ll exude energy and positivity and enjoy motivating others.

Our Company

Our Retail business is a market leader in supply of electricity and gas and in other energy-related services such as telecoms, broadband and boiler cover. We supply energy to more than seven million household and business account under our brands: SSE, SSE Scottish Hydro, SSE Southern Electric and SSE SWALEC in the Great Britain market and SSE Airtricity in the markets in Northern Ireland and the Republic of Ireland. At SSE, we're committed to giving you excellent customer service and treating you fairly; we want to make life easier for you, find ways of saving you money, and be on hand to help when you need us the most, that’s our customer promise.

Our Benefits

We have an excellent benefits package as part of our offering. Here’s a few highlights;

- Generous holiday allowance (you can even buy additional holidays)

- Great share plans

- Group Pension Plan

- One day paid volunteering

- Tailored internal development opportunities

Next Steps

Just click the Apply button to submit your application, it doesn’t take long.

Closing date for applications is: 20 July 2018.

This vacancy is open to internal and external candidates. If you’re internal, please notify your line manager before you submit your application. If you’re successful, we’ll conduct some pre-employment checks.

Advertised: 06 Jul 2018 GMT Daylight Time
Applications close: 20 Jul 2018 GMT Daylight Time

Find out more and apply.