At a Glance
- Tasks: Deliver exceptional customer experiences and manage communications during gas works.
- Company: Join a leading energy company focused on customer satisfaction.
- Benefits: Competitive pay, flexible hours, and opportunities for personal growth.
- Other info: Dynamic team environment with a focus on safety and quality.
- Why this job: Make a real difference in customer lives while developing your skills.
- Qualifications: Strong communication skills and a passion for customer service.
The predicted salary is between 31500 - 38500 £ per year.
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
- ( S top,
- T hink,
- A ssess,
N 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
- ( M eet our customers' expectations,
- O pen and Honest 'put yourself in their shoes' act with integrity,
- R ecognise our responsibilities,
- A lways 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 external
- #J-18808-Ljbffr
Customer Excellence Officer employer: Stanmore Quality Surfacing Ltd
As a Charge Prevention Analyst, you will thrive in a dynamic work environment that prioritises compliance and data-driven decision-making. Our company fosters a culture of continuous improvement, offering robust training and development opportunities to enhance your skills while ensuring a collaborative atmosphere where your insights directly influence operational excellence. Located in a vibrant area, we provide a supportive workplace that values employee contributions and promotes a healthy work-life balance.
Contact Details:
Stanmore Quality Surfacing Ltd Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Excellence Officer
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Stanmore Quality Surfacing Ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Stanmore Quality Surfacing Ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Excellence Officer
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Stanmore Quality Surfacing Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Stanmore Quality Surfacing Ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Stanmore Quality Surfacing Ltd!
How to prepare for a job interview at Stanmore Quality Surfacing Ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
