At a Glance
- Tasks: Deliver exceptional customer experiences and manage communications during gas works.
- Company: Join a leading company focused on customer satisfaction and quality service.
- Benefits: Competitive salary, supportive team environment, and opportunities for growth.
- Other info: Dynamic role with a focus on teamwork and continuous improvement.
- Why this job: Make a real difference in customer lives while developing your skills.
- Qualifications: Strong communication skills and a passion for customer service.
Overall purpose of the job: To pro-actively manage and deliver the best possible customer experience to maximise CSAT Performance on the contract.
Customer Excellence Officer Responsibilities:
- Pre-communication with our customers ahead of gas works starting.
- Ensuring all customer details are accurate and up to date, inclusive of vulnerable and PSR customers, specific customer requests.
- Supporting systems to be used where appropriate.
- Distribute heating appliances to customers as and when needed.
- Act as an advocate for the delivery of KNOCK– (knock, inform, open and honest, complete, knock), on-site communication process.
- Engaging and communicating with customers and members of the public as well as other stakeholders including business owners, retail outlets and the client to keep them fully informed throughout the gas works end to end journey.
- Working collaboratively with operational teams and site managers to deliver the ultimate customer experience by providing on site customer support and coaching.
- Assisting with enquiries and complaints in line with Cadent Gas’ 60min response and 1 day closure objective.
- Sharing customer performance with teams inclusive of CSAT Scores and comments as well as any corrective behaviours that arise from enquiry and complaints.
- Post KNOCKs to collate customer feedback- good and bad. Positive feedback to be shared as accolades. Negative feedback to be resolved asap to drive positive CSAT scores and lessons learned to be shared to prevent repeated mistakes.
- Regular liaison with our client to understand our performance and work collaboratively.
- Attend weekly internal contract meetings, providing data ahead of these as and when required.
- Attending weekly programming and planning meetings if required.
- Ensuring teams are stocked with all mandatory customer carding for their role.
Safety, Health, Environmental:
- Apply the principles of STAN (Stop, Think, Assess, No Excuses) to get your job done safely.
- Follow safe systems of work at all times.
- Comply with Personal Protective Equipment (PPE) requirements.
- Take all reasonable steps to uphold the environmental values of the company.
Quality & Productivity:
- Apply the principles of MORA (Meet our customers’ expectations, Open and Honest ‘put yourself in their shoes’ act with integrity, Recognise our responsibilities, Always deliver the ultimate customer experience ‘provide the best possible impression).
- Always endeavour to perform your duties in a way that maximises efficiency and productivity.
- Effectively communicate with fellow colleagues, members of the public and our clients in a courteous and respectful manner.
- Acts in a professional manner at all times to ensure the good reputation of SQS.
- Ensure that your company vehicle is kept in a clean and tidy condition both internally and externally.
Customer Excellence Officer NEWFULL TIME employer: SQS
At Stanmore Quality Services Ltd, we pride ourselves on fostering a vibrant work culture that prioritises customer satisfaction and employee development. As a Customer Excellence Officer in London, you will enjoy competitive pay, comprehensive training, and the opportunity to collaborate with dedicated teams, all while making a meaningful impact on our customers' experiences. Join us to be part of a company that values integrity, teamwork, and continuous improvement in delivering exceptional service.
We think you need these skills to ace Customer Excellence Officer NEWFULL TIME
Customer Service Skills
Communication Skills
Attention to Detail
Problem-Solving Skills
Collaboration Skills
Data Analysis
Complaint Resolution
