Customer Experience and Performance Officer
Location: Horley
Salary: £43k - £53.8k per annum (Dependent on skills & qualifications)
Perks & Benefits: Competitive pension scheme - Enhanced maternity/paternity pay - Life assurance - HolidayPlus - Cycle2work Scheme & more
Reference: REQ3983
Do you want to be a part of an innovative and supportive team, where there are great opportunities for career progression and development?
Are you ready for a new and exciting challenge, do you have the drive and ambition to really make a difference to our customers and our people? If this sounds like you, we have just the job for you. We are looking for a dynamic individual to join our Customer Experience (CX) team. Are you the right person to help and support our people to deliver exceptional customer service and ensure SGN is the No1 GDN for Customer Satisfaction? If so, come join our team where you will work with our field and office colleagues as their regional CXO, ensuring they are fully equipped to be able to deliver simply excellent customer service in their distinctive roles. You will take pride in jointly owning customer performance in your regional depots, and relish outperforming our customer broad measures for Customer Satisfaction and complaint handling.
I help to keep people safe and warm by...
- Supporting operations colleagues to deliver excellent service, offering the right levels of support and coaching for customer satisfaction and complaint handling remotely and in the regional offices.
- Driving behavioural change with the depot senior management team around CX objectives.
- Attending senior manager meetings with customer satisfaction analysis, opportunities, and recommendations.
- Reviewing training material and techniques to ensure they are fit for purpose.
- Providing continuous training to the entire workforce and targeting areas where improvements are identified.
- Analysing and delivering business reports, ensuring areas for improvement are identified along with solutions.
- Implementing and progressing key initiatives through internal projects.
- Analysing customer enquiries, complaints, guaranteed standards of service, and satisfaction to understand trends and ensure improvement areas are fully targeted.
- Providing incident support for the southern network.
What you'll need
- You will have previous experience in a coaching, training or management role which includes positively influencing key performance improvements.
- You will have strong interpersonal & influencing skills and can think strategically to identify key drivers of change for each work stream, depot, contractor, fully supporting each through to implementation.
- You must be analytically minded, and able to identify trends through various data streams, then work with the regions to deliver solutions.
- You must be flexible and prepared to work extra hours to attend incidents and deliver additional support on an ad-hoc basis.
- An in-depth knowledge of Microsoft office applications is essential.
- As this role will involve a significant amount of travel therefore a valid driving license is essential. You will be required to be out working in your assigned depots covering Operations and Construction, a minimum of 3/4 days per week.
If you don't have all the qualifications, we would still love to hear from you... we provide our own specialised learning and development programs, providing access to learning tools to help you acquire the skills needed to excel in our environment.