Customer Liaison Officer

3 weeks ago

Warrington, United Kingdom Cadent Gas Full time

At Cadent we’re excited to be part of the future of UK energy We’ve got a clear roadmap that will drive our performance to the forefront of our industry and support the UK government in achieving its net zero targets by 2050.

We’re making a difference through innovation and new ways of working. Together we’re shaping a cleaner, greener future for our 11 million customers whom we put at the heart of everything we do.

As a Customer Liaison Officer for Cadent, you will be part of our Custome Expeirence team which are the gatekeepers to our customers happiness. You will help others grow and succeed by actively sharing knowledge and experience ans have a broad knowledge pf Cadent's core policies and procedures.

**Key Responsibilities**:

- Responsible for our customers happiness across all processes, including ER&R, Mains Replacement & Connections
- Build strong relationships with all parts of our end-to-end customer touchpoints including ERR, Planned Work, Connections & our Construction Management Organisation to ensure that all areas of the business are delighting our customers
- Be responsible for the provision of guidance, advice and support to operational staff for enquiries and complaints
- Act as the public face of Cadent when responding to complaints and enquiries where required
- Act as the key interface for the network regarding complaints and enquiry
- Be responsible for the provision of customer performance and Customer MI to support the culture of continuous improvement
- Be responsible for the proactive resolution of Fast Customer Feedback comments/scores
- Be responsible for the provision of front-line customer engagement during incident management such as water ingress, evacuations and loss of supply
- Participate proactively in team talks within the network to promote customer service excellence
- Promote and support the NW Rewards & Recognition scheme
- Analyse and investigate root causes and make recommendations for improvement as appropriate.

**Skills and Experience**:

- Customer Service NVQ or equivalent qualification desired.
- 3-5 years experience in a similar role
- Strong verbal and written communication skills
- Strong interpersonal skills
- Understanding of the Regulated Guaranteed Standards of Service
- Media relation skills
- Good communication Skills, verbal and written

**What’s In It For You**

Here at Cadent, we are committed to supporting our employees to get the best out of themselves. For this role in particular we can offer:

- Funding and support towards completing qualifications
- Ample opportunity for progression within the business
- Mentoring and guidance opportunities

**Why Join Us**

We offer a host of benefits to suit your lifestyle and support your well-being. These include:

- Annual bonus
- Pension Scheme double matched up to a total of 18% of salary (i.e., employee contributions of up to 6%, double matched by a Cadent contribution of up to 12%)
- 25 days holiday, plus statutory days, and an option to buy more
- Fantastic career development prospects with funded learning options, including support with exams, and internal and external learning and development
- Strong focus on supporting you as an individual including:

- Flexible working
- Strong commitments to ED&I
- Generous family provision policies
- Flexible benefits including cycle to work scheme, salary sacrifice car scheme, insurance, and healthcare packages, plus much more
- My Offers membership card - offering discounts and savings from hundreds of retailers
- 2 paid volunteering days per year
- Free gym access at the Ansty office, as well as a ‘Gympass’ scheme providing free or heavily subsidised local gym memberships

We want our employees to achieve a healthy work-life balance and are happy to discuss flexible working options with you if the role can accommodate it. Let us know about your flexibility requirements, whether that be reduced hours, remote working, flexible start/finish times, or compressed hours, and we will be more than happy to explore what’s possible for the role.

**Diversity and Inclusion**

Don’t meet every single requirement listed?

We place great importance on equity, diversity and inclusion, and we welcome applicants from all backgrounds. Our employee communities Women in Cadent, Pride at Work (LGBTQ+), Embrace (ethnicity and religion), Thrive (disability) and the Cadent Military Community can’t wait to welcome you

**Circle Back Initiative**

Be part of something big. Help shape the future of gas for generations to come.

**What’s next?

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