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- Tasks: Manage customer experiences and ensure satisfaction during gas works.
- Company: Join Stanmore Quality Surfacing Ltd, a leading family-run firm in engineering solutions.
- Benefits: Enjoy a supportive work environment with opportunities for growth and development.
- Why this job: Be part of a team that values communication and customer care, making a real impact.
- Qualifications: No specific experience required; just a passion for helping others and great communication skills.
- Other info: This role requires an EU work permit and offers flexible working arrangements.
The predicted salary is between 28800 - 48000 £ per year.
Stanmore Quality Surfacing Ltd (SQS Ltd) is a family firm that has grown into a leading reinstatement, surfacing, and engineering solutions provider in London, the Home Counties, and the South East. With nearly 30 years of experience in providing high-quality reinstatement and highways maintenance services, SQS remains at the forefront of quality, innovation, and performance in the industry.
We are seeking two Customer Excellence Officers to join our Customer Care Team to support our Gas Contract.
Overall purpose of the role: To proactively manage and deliver the best possible customer experience to maximize CSAT performance on the contract.
Key Responsibilities:
- Pre-communication with customers ahead of gas works, ensuring all details are accurate, including vulnerable and PSR customers, and supporting systems are used appropriately.
- Distribute heating appliances to customers as needed.
- Act as an advocate for the KNOCK – (knock, inform, open and honest, complete, knock) communication process on-site.
- Engage and communicate with customers, the public, and stakeholders, keeping them informed throughout the gas works process.
- Collaborate with operational teams and site managers to deliver excellent customer support and coaching on-site.
- Handle enquiries and complaints promptly, adhering to Cadent Gas's 60-minute response and 1-day closure targets.
- Share customer feedback, including CSAT scores and comments, and address any issues to improve satisfaction.
- Collect and share feedback post-KNOCK to recognize positive feedback and resolve negative feedback quickly to improve scores and prevent recurring issues.
- Maintain regular contact with the client to review performance and collaborate on improvements.
- Participate in weekly contract meetings, providing relevant data as required.
- Attend planning meetings as needed.
- Ensure teams are equipped with all mandatory customer documentation.
Customer Excellence Officer (x2) employer: Stanmore Quality Surfacing Ltd
Contact Detail:
Stanmore Quality Surfacing Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Excellence Officer (x2)
✨Tip Number 1
Familiarise yourself with the KNOCK communication process mentioned in the job description. Understanding this approach will help you demonstrate your alignment with their customer service philosophy during any discussions.
✨Tip Number 2
Research Stanmore Quality Surfacing Ltd and their recent projects or initiatives. Being knowledgeable about their work will allow you to engage in meaningful conversations and show your genuine interest in the company.
✨Tip Number 3
Prepare examples of how you've handled customer complaints or feedback in the past. This will help you illustrate your problem-solving skills and commitment to customer satisfaction during any interviews.
✨Tip Number 4
Network with current or former employees of Stanmore Quality Surfacing Ltd on platforms like LinkedIn. They can provide insights into the company culture and expectations, which can be invaluable for your application process.
We think you need these skills to ace Customer Excellence Officer (x2)
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to understand the key responsibilities and skills required for the Customer Excellence Officer position. Tailor your application to highlight how your experience aligns with these requirements.
Craft a Compelling CV: Ensure your CV is up-to-date and clearly outlines your relevant experience in customer service, communication, and any specific achievements related to customer satisfaction. Use bullet points for clarity and impact.
Write a Strong Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention specific examples of how you've successfully managed customer relationships or improved customer satisfaction in previous roles.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism.
How to prepare for a job interview at Stanmore Quality Surfacing Ltd
✨Understand the Company Culture
Before your interview, take some time to research Stanmore Quality Surfacing Ltd. Familiarise yourself with their values and mission. This will help you align your answers with what they stand for, showing that you're a good fit for their team.
✨Prepare for Customer Scenarios
As a Customer Excellence Officer, you'll need to handle various customer situations. Think of examples from your past experiences where you've successfully managed customer complaints or improved satisfaction. Be ready to discuss these during the interview.
✨Know the KNOCK Process
The job description mentions the KNOCK communication process. Make sure you understand what this entails and be prepared to discuss how you would implement it in your role. Showing familiarity with this process can set you apart from other candidates.
✨Ask Insightful Questions
At the end of the interview, have a few questions ready to ask the interviewer. Inquire about the team's current challenges or how success is measured in the role. This demonstrates your genuine interest in the position and helps you assess if it's the right fit for you.
