Customer Experience Executive

With our client\’s business in a maturing phase, we are looking for an individual who can support the CX Manager in delivering foundational processes and tracking that enables growth and innovation in the future. Below are core duties of the position;- Support the enhancement of customer journey programme across B2B and B2C audiences, by identifying and delivering on quick win opportunities. Maintain governance of internal and external policies and processes, making updates where required and communicating these to relevant teams and stakeholders. Represent the voice of the customer within the business to ensure the needs of customers are considered with business activities, working with delivery & operations teams to ensure their service & experience vision is achieved. Support the execution of the Voice of the Customer programme, including gathering and organising customer feedback, NPS, and satisfaction data. Support the business wide Voice of Customer programme and engage with stakeholders to drive improvements in NPS and customer satisfaction across customer segments Develop customer facing communication, collateral and initiatives, with marketing and customer operations teams. Develop and attend customer and community engagement events representing our client. Work with internal teams and external partners to support the delivery of customer experience initiatives and ensure alignment with service standards. Help prepare training materials and customer-facing communications in collaboration with the CX Manager and marketing. Skills required:- Essential: Knowledge of and experience in the consumer services sector (utilities, communications, banking) and consumer protection regulation. Experience of supporting a voice of customer programme including customer satisfaction and NPS measurement and metrics, and wider customer insights. Experience in identifying and implementing operational processes to improve service delivery Ability to work both independently and as part of a cross-functional team in a matrix environment, taking initiative to drive projects forward. Desirable: Willingness to learn and understand heat network metering, billing and customer service platforms and software It is desirable to have strong Excel skills as the role will involve interrogating data. It would be desirable to have working knowledge of, and experience in the heat network sector, including Heat Trust and its service standards. Knowledge of, or ability to learn how to use customer relationship management (CRM) tools and other digital platforms Key competencies of the role are: Attention to detail Continuous Improvement mindset (experience with identifying inefficiencies and driving process enhancements) Customer centric mindset (understands how internal processes impact the customer journey) Strong organisational skills and ability to work across multiple workstreams Ability to work with and scrutinise data via excel to identify trends Previous experience that would suit this role include: Project Support Officer Customer case management role (complaints, close the loop) Continuous Improvement/Operational Excellence exec For more information on this excellent opportunity with our market leading renewable energy client, please contact the recruitment team on (phone number removed) or apply online & we will get back to you. Should you require any support or assistance, please contact your local Gi Group office. Gi Group Holdings Recruitment Limited are proud founding members of Menopause in business, pledge members for Neurodiversity in business, Disability committed members, Silver status pledge members for the Armed Forces Covenant, and Bronze trail blazers for Racial Equality matters. Gi Group of companies includes Gi Group Holdings Recruitment Ltd, Gi Recruitment Ltd, Draefern Ltd, Excel Resourcing (Recruitment Consultants) Ltd, Gi Recruitment Ltd, INTOO (UK) Ltd, Marks Sattin (UK) Ltd, TACK TMI UK Ltd, TACK International Ltd, Grafton Professional Staffing Ltd, Encore Personnel Services Ltd, Gi Group Staffing Solutions Ltd and Gi Group Ireland Ltd. Gi Group Staffing Solutions Ltd are acting as an Employment Business in relation to this role. We are committed to protecting the privacy of all our candidates and clients. If you choose to apply, your information will be processed in accordance with the Gi Group Privacy Statement. To view a copy and to help you understand how we collect, use and process your personal data please visit the Privacy page on our Gi Group website