Customer Excellence Officer

2 months ago

Wellingborough, United Kingdom Kier Group Full time

We’re looking for a Customer Excellence Officer to join our Transportation team based in Wellingborough. Within this role, you can enjoy a fantastic, matched pension scheme, 24/7 virtual GP service for you and your family, a competitive annual holiday entitlement, with opportunities to buy/sell leave and even more.

Can you imagine a world without transportation links via land, sea or air? Nor can we Your journey is our journey, come and join us at Kier Transportation and make a difference. Supporting the movement of people, goods and equipment.

**Location**: Wellingborough, Northamptonshire

**Contract**: Full time, flexible and part-time hours available if desired, just let us know

**Salary**:£Competitive + Pension + Benefits

**Responsibilities**

As Customer Excellence Officer you’ll be working within the Customer & Communications team, supporting them in delivering best-in-class customer service to all customers in the North Northamptonshire communities. An ambassador of Kier Highways is the point of contact for members of the public. You will be passionate about the customers’ experience, listening to the voice of the customer to identify customer needs and take proactive steps to maintain positive experiences and maximise customer satisfaction. You will be obsessed with putting the customer at the heart of every do, ensuring any customer dissatisfaction is shared with wider groups to enhance the customer’s journey.

Your day to day will include:

- Ensuring all enquiries are responded to 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 to maximise customer satisfaction and minimise customer complaints.
- Tactfully dealing with all complaints and collaborate with the operational teams to resolve and respond appropriately, supporting the effective delivery of customer & communications strategies & plans
- Regularly engaging with the client and stakeholders to understand what is required to deliver the best outcomes for all involved, being proactive in understanding all changes within operations to deliver up-to-date and accurate knowledge when communicating with customers and stakeholders
- Communicating all customer dissatisfaction effectively to aid continuous improvement in all touchpoints of the customer journey, logging all customer interactions within the CRM systems.
- Customer Excellence Manager Providing weekly and monthly reports in relation to customer service/enquiries and complaints to share with internal and external stakeholders, supporting accordingly with community and Councillor engagements and events, delivering multichannel communications dealing with customer interactions via social media

**Who are we looking for?**

This role of Customer Excellence Officer is great for you if you can:

- Show experience in a similar role, communicating with senior members of the public with an ability to empathise with all customer groups
- Bring a result focussed attitude with good record keeping skills, able to influence change and process driven
- Drive and hold a full driving license

**Benefits at Kier**

We’re proud to be able to offer our fantastic employees a wide variety of benefits that you can tailor to your needs. Some of our favourites include:

- New and enhanced family friendly policies, including eight weeks paternity leave, 26 weeks maternity leave, pregnancy loss leave, surrogacy leave, menopause guidance and more
- Share in the success you help to create by investing in Kier through our sharesave and share incentive plans
- Kier’s Green Car Scheme
- A huge range of deals and discounts at many your favourite brands

**Who is Kier?**

At the core of all our projects is technical excellence, utilising the latest building methods and innovations to ensure we offer the best value to our clients as sustainably as possible.

Our projects are those that support the local communities we work in, helping them thrive and progress. We are collaborative, trusted and focussed in all that we do, and our people are essential in helping us achieve our goals.

**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 (D&I) initiatives, and our people have made a huge impact on how we work, by using their experiences to shape our policies and initiatives.

Closing date: 2 August 2023

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