About the Role
Base Location: Dublin or Belfast
Salary: €40,800 - €61,200 (ROI) or £29,200 - £43,800 (NI) + performance-related bonus + a range of other benefits to support your family, finances and wellbeing.
Working Pattern: Permanent | Full Time | Flexible First options available
What is the Role?
In this role you'll make sure the Virtual Assistant (VA) tool works well and helps customers have a good experience. This means creating conversations and self-help options in the VA tool that are easy for customers to use. The aim is to help customers solve their problems quickly using the VA tool, and to keep getting better at it over time. In addition to overseeing the functionality of the VA tool, you will analyse data to understand how customers are using the tool and identify areas for improvement. In this role you will:
- ensure the smooth functioning and optimal performance of the VA tool by overseeing its daily operations and addressing any technical issues promptly.
- review and enhance current conversation designs within the VA tool, to make them more customer-friendly, intuitive, and aligned with the digital-first self-care strategy.
- design conversations within the VA tool to encourage customers to utilise digital-first self-care options, continuously brainstorming and implementing innovative ways to promote self-care journeys and enhance the digital experience.
- focus on improving containment rates by optimising conversation designs, providing relevant and helpful information, and enhancing overall customer satisfaction through effective VA interactions.
- work closely with the product team to prioritise changes, developments, and new strategies for the VA tool. Provide insights and feedback on conversation designs and user experience to inform product development decisions and ensure alignment with business objectives.
What do I need?
To be considered for this role, we would love you to have:
- demonstrable creative design skills with the ability to come up with engaging and user-friendly designs for virtual assistant interactions, thinking outside the box to make the experience enjoyable for users.
- the capacity to quickly adjust to changing priorities and conversation designs, being able to work quickly and adapt when necessary.
- strong team collaboration skills, capable of listening to diverse viewpoints and helping everyone work together effectively.
- the ability to look at data and figure out what it means, using numbers and insights to make informed decisions about how to improve the virtual assistant.
- excellent communication skills, capable of explaining ideas clearly, both in writing and when talking to others, making sure everyone understands what's going on and what needs to happen next.
About our Business
SSE is a multinational energy company listed on the FTSE 100, with a vision "to be a leading energy company in a net zero world". Were investing £24bn+ by the end of the decade to help deliver our Net Zero Acceleration Programme.
Part of SSE Plc, Energy Customer Solutions is the Customer facing division - providing energy and low carbon solutions to over 1.3million customers. We have a strong market position with great customer relationships and expert customer teams working in Belfast, Cardiff, Dublin, Perth, and Reading. Energy Customer Solutions is made up of 2 external brands; we operate under the brands SSE Airtricity (Ireland) & SSE Energy Solutions (GB).
SSE Airtricity is Ireland's second largest and fastest growing energy provider, supplying around 800,000 domestic and commercial gas, electricity and home energy services customers in the Republic and Northern Ireland. Around 40% of the electricity SSE Airtricity supplies to its customers on an island basis is generated from renewable sources - the greenest energy supply of any provider on the island and over three times the average on an all-island basis.
We have ambitious targets to help our customers on their journey to Net Zero by increasing the accessibility of green energy solutions through the provision of customer-driven propositions and were a partner to customers and stakeholders as they seek ways to respond to the climate crisis.
Help us power change.
Whats in it for you?
An excellent package with 34 days holiday entitlement (including public holidays), enhanced maternity/paternity leave, discounted healthcare, salary sacrifice car leasing and much more. View our full benefits package on our careers site.
As an equal opportunity employer we encourage diversity and are committed to creating an inclusive environment for all employees. We actively encourage applicants from all protected characteristics and commit to providing any reasonable adjustments required during the application, assessment and upon joining SSE. Search for 'Inclusion & Diversity at SSE to find out more.
Next Steps
All applications should be submitted online, and we'll be back in touch after the vacancy closing date to let you know the outcome.
If you would like to discuss any working differently requirements or adjustments you may require throughout the recruitment and selection process, please contact Andy on 01738 340826.
Before commencing employment with SSE, you'll be required to fully complete our pre-employment screening process.
