Customer Experience Officer

3 weeks ago

Northampton, United Kingdom Kier Group Full time

We're looking for a Customer Experience Officer to join our Transportation team based in Brixworth / Wellingborough. Within this role, you can enjoy competitive annual holiday entitlement with opportunities to buy/sell leave, a fantastic, matched pension scheme, a share in the success you help to create by investing in Kier through our Sharesave and Share Incentive Plans and even more

Can you envision a world without transportation links by land, sea, or air? Neither can we Your journey is our journey. Join us at Kier Transportation, where we are working brilliantly together to make a difference, supporting the movement of people, goods, and equipment.

**Location**: Brixworth / Wellingborough, Northamptonshire

**Contract**: Permanent, full time - flexible hours available if desired, just let us know

**What will you be responsible for?**

As a Customer Experience Officer, you'll be working within the Customer Excellence team, supporting them in delivering best in class customer service to all customers in the North Northamptonshire communities.

Your day to day will include:

- Responding to residents, visitors and all road users ensuring they are kept up to date on highway maintenance and roadworks, responding to all enquiries accurately and in a timely manner adhering to all company processes and procedures
- Demonstrating Kier values and positive behaviours when dealing with all internal and external customers, setting exemplary standards on maximising customer satisfaction and minimising customer complaints, checking customer dissatisfaction is communicated effectively to aid continuous improvement in all touchpoints of the customer journey
- Tactfully dealing with all complaints and resolving / responding appropriately, collaborating with the operational teams, providing weekly and monthly reports in relation to customer service/enquiries and complaints to share with internal and external stakeholders
- Supporting the effective delivery of customer & communications strategies & plans, regularly engaging with the client and stakeholders understanding what is required for the best outcomes for all involved
- Delivering multichannel communications dealing with customer interactions via social media, a liaison with social value partners, assisting teams with arranging social value activities such as volunteering days, chairing governance meetings, managing customer and stakeholder needs such as councillors / clients effectively, supporting accordingly with community and Councillor engagements and events

**What are we looking for?**

This role of Customer Experience Officer is great for you if:

- You have the ability to work flexibly, proactively and collaboratively with internal and external stakeholders, being self-motivated, with creative problem solving skills
- Are customer focused and empathetic, great at communicating with a range of people and demonstrate sound conflict management skills
- Can use Microsoft Office at an intermediate level, Word, Excel and Outlook, hold a full driving licence as you will need to visit other sites and offices

**Rewards and benefits**
We're proud to be able to offer our brilliant people a wide variety of benefits that you can tailor to your needs. You can see more information of benefits here.

**Diversity and inclusion**
Making Kier a diverse and inclusive place to work is a huge priority for us. We're proud of the steps we've taken so far, but we know we must always do more. Our employees are key in shaping Kier's diversity and inclusion initiatives and our people have made a huge impact on how we work, by using their experiences to shape our policies. You can see our D&I action plan here.

LI-MA1

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