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Customer Experience Lead

5 months ago

BarrowInFurness, United Kingdom EMCOR UK Full time

**Duties/Responsibilities**:
**Monday-Friday**

**07.30 - 16.30 - 1 hour lunch**

**Barrow-In-Furness**

**Job Purpose**:
To lead and develop our Customer Experience activities and promote the EMCOR UK account in the best possible way
Making our customers lives’ easier, being seen as responsive, proactive, and efficient is a critical element of this role

Working closely with the Account Director, this role will lead and contribute to social, sustainability and business goals and objectives across total account delivery, hard, soft, project, business services, and catering disciplines.

This role is seen as critical to our ongoing success and a key contributor to our operational delivery.

**Duties**:

- To be responsible for the account business administration delivery, such as the helpdesk operation, general HR duties such as L&D, holidays, and contract variation management.
- To ensure that Key Performance Indicators are managed, monitored, and reported, including the generation of actions/continuous improvement and their completion.
- To own and deliver the accounts strategic reporting pack ensuring maintenance and standards in readiness for customer meetings framework.
- To be responsible for the Customer Experience reporting pack and its continuous development.
- To lead the continuous improvement forum and be a key stakeholder in driving that culture across the account delivery.
- To build and maintain a customer stakeholder network across the site, to be responsive to customer feedback and build a continuous improvement culture, returning with positive outcomes.
- To lead and manage the accounts Social Value output, including collaborative working with our central and supply chain teams to ensure strategic reporting.
- To lead the promotion of the accounts sustainability goals and objectives, including collaborative working with our teams, central teams, and supply chain to ensure strategic reporting.
- To undertake audit and assessment duties across key buildings and site, to ensure standards of the EMCOR UK total delivery
- To work collaboratively with our Catering team, to ensure the best possible service across all aspects of their delivery, including reporting and assessments.
- To ensure EMCOR UK governance, including First Aid and notice board signage is in date and refreshed across our site facility.
- To be responsible for our office standards, inclusive of weekly audit and assessments.
- To lead our technology benefits platforms such as FLEX and Connect, ensure our teams receive the best possible experience from EMCOR UK.
- Ensure security services, where applicable, are provided in accordance with site assignment instructions.

**Person Specification**:
**Skills**:

- A highly client-driven professional, motivating, and driving high performance teams to deliver excellent levels of service.
- Diligence - Always looking to go the extra mile.
- Innovative - always thinking of service enhancements.
- To remain calm under pressure.
- Collaborator, comfortable building relationships.
- Comfortable in using IT platforms (MS Office and EMCOR UK tech platforms).
- Significant experience in a customer facing role, or aspiration to develop customer facing experience.

**Benefits**:
25 days holiday + 8 Bank Holidays

Flex Benefits (discounts on gym, mobile & retail)