Customer Excellence Officer (x2)

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Customer Excellence Officer (x2), Edgware

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Client:

Stanmore Quality Surfacing Ltd

Location:

Edgware, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

2a49586d8fd0

Job Views:

8

Posted:

04.06.2025

Expiry Date:

19.07.2025

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Job Description:

Description

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.

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