CO2017 Customer Operations Graduate Programme
Driving change and high performance through effective leadership
As an operational manager, what do you need to achieve today? Inspiring the people you manage to deliver exceptional results? Leading a project to challenge and transform an existing process? Increasing your understanding of customer needs? Creating a dynamic operational plan that will enable your team to exceed its goals? Introducing initiatives that allow us to better serve our customers? The answer is, of course, all of these things and many more. Variety and challenge are at the heart of this large, important and hugely rewarding part of Centrica's business.
As a Customer Operations graduate you will take responsibility for delivering projects and leading people and you will be integral to the teams that ensure delivery of a world class customer service across our UK Operations including recognisable brands such as British Gas, Dyno and Hive.
At the heart of the fast-paced energy sector, you will be counted on to deliver when it matters – professional advice and development, leadership, support and a measure of inspiration. Senior & Operational Leaders, Customers, contact centre employees, engineers, Project Teams – they will all look to you for solutions, quick thinking and direction. Some of the most fundamental goals for our business – customer satisfaction, cost management and simplification and strategic direction - will fall within your remit. What you do each day will have measurable, high-profile results; this is the perfect environment in which to get noticed, fast. The Graduate Programme will give you the skills and experience you need and the Centrica business will provide you with a wide range of career opportunities.
Do you have what it takes to be a leader in our operations?
People skills, strategic vision, decision-making ability, a desire to meet and exceed challenging targets. If you don’t have these you should stop reading now. If you do, and believe you could go on to be one of the best in the business, we’d like to receive an application from you. In return we can offer you excellent development opportunities within a top FTSE100 company, working in real, hands-on roles that will enable you to show your true potential quickly. You will need to be commercially driven, ambitious and able to succeed within a fast-paced close team environment, not just as an individual. If you can deliver on your potential, some exceptional career prospects lie ahead.
You'll start in a frontline customer-facing role in one of our contact centres. For 3 months, you’ll get the opportunity to take on the role of customer service agent and spend time understanding our contact centre operations; developing customer focus by understanding the importance of delivering excellent service. You’ll quickly appreciate that our customers are at the heart of everything we do and that the skills you learn will be the building blocks for your career at Centrica.
You'll aim to cover these core management skills in your first placement:
• Customer focus
• Planning and organisation
• Effective communication
• Relationship management
With frontline experience under your belt you‘ll continue your placement into a role which gives you additional responsibility, opportunities to develop your skills and make a positive impact. You’ll develop your core skills within this area so that you and the talent board overseeing your development will be able to identify a more specific route which you could take in your career in placements 3 & 4. This could be as a people manager, responsible for leading the teams who deal with our customers or in roles with accountability for project delivery and driving commercial value. Throughout the programme, you'll be working in areas and on projects which are real priorities of our business.
Adapting to change is fundamental to doing well in your placements. You’ll have developed, to a high level; a transferable set of skills and you’ll be ready to take on a greater set of challenges in a completely different area of the business and your stream each placement.
Centrica Customer Operations graduates have the unique experience to have direct management experience while on the program.
This experience is something extremely valuable and will help you understand what it’s truly like to be a leader. Leadership and business management play a significant part of the programme. From your experience, you will begin to understand where your strengths and weaknesses lie and start to apply the skills you’ve developed across various high-level projects, continuing to enhance your commercial and business awareness. As Customer Operations Graduates you’ll also be required to rotate across different UK offices. So you’ll live and explore new locations, which could include Manchester, Staines, London, Leeds, Leicester, Edinburgh and more.
What we look for
In order to apply for this stream you must already have, or be expecting to achieve a minimum 2:1 undergraduate degree, or a 2:2 with a post graduate degree in any discipline.
The advertised closing date for this position is 1st February 2017, however we would encourage you to submit your application as soon as possible as should all vacancies be filled before this date, the position may close earlier than expected.
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