Customer Support

2 weeks ago

Greater Manchester, United Kingdom Cadent Full time

**Description

***Customer Support**

**Base Location : Hollinwood, Greater Manchester**

**Salary: £21,287 - £25,043 Depending on Skills & Experience**

Setting the standards all of our customers will love and others will aspire to

At Cadent we’re excited to be part of the future of UK energyWe’ve got a clear roadmap that will both drive our performance to the forefront of our industry and support the UK government in achieving their net zero target 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 who we put at the heart of everything we do.

**About the Role**
The Customer Support role is responsible for providing visible front line engagement with employees, customers and key stakeholders in delivering the Cadent vision and culture and our priorities of safety, compliance, customer, performance and efficient workloaddelivery.

**Day to day duties**:

- Provide comprehensive administrative support to the Manager and Team
- Ensure support is provided to meet team's objectives and requirements
- Support the development, collation, and production of Key Performance Indicators
- Work within and promote the philosophy of safe team working
- Broad knowledge of Cadent’s Core Policies and Procedures that impact the way we operate
- Facilitate and efficiently co-ordinate and administer projects the team is working on
- Actively demonstrate and promote the Cadent Values, and positively contribute to a customer-oriented approach
- Contribute to a culture of continuous improvement and service excellence by adhering to agreed standard operating procedures and making suggestions for improvements
- Be inquisitive with an interest in developing existing skill set and learning new skills
- Liaise with both internal and external stakeholders
- Demonstrate an inclusive work ethic.

**Accountabilities**
- The Customer Experience team are the gatekeepers to our customers happiness
- We are at the forefront of driving an ambitious agenda and ensuring we continue to develop a strong culture and focus on our customers through all of our customer interfaces
- Central to the team is delivering on our Customer Plan and Customer KPIs that enables the business to continually drive and deliver high levels of satisfaction
- The Customer Experience team will 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 delightingour customers.
- To provide visible front-line engagement with employees, customers, and key stakeholders in delivering the Cadent vision, culture and our priorities of safety, compliance, customer, performance and efficient workload delivery
- 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.

**About You**
You will possess the following knowledge, skills and qual

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