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Customer Experience Specialist
2 months ago
About the Role:
CFP Energy (UK) Ltd is seeking a highly motivated and detail-oriented Energy Quality Analyst to join our team. As a Quality of Customer Experience Analyst, you will play a crucial role in supporting the delivery of consistent outcomes for customer conversations.
Key Responsibilities:
- Review voice and email customer conversations against our benchmark standards and provide feedback to the Team Leader community to enable individual colleague coaching.
- Support customer conversations directly, taking accountability for query escalations in accordance with our Complaints Process.
- Review and analyse a 10% sample size of written communication and telephone calls to provide accurate and thorough feedback in line with our benchmark standards.
- Proactively manage your workload and handle a high volume of data alongside a high level of attention to detail to be successful in the role and meet deadlines.
- Participate and report findings to your manager in weekly meetings to discuss updates and ensure that SLAs are being met.
- Collaborate with different departments to provide suggestions to improve the customer experience and draft reports of any trends identified.
- Handle escalations in accordance with our Complaints Process and within the required deadlines, including recording customer complaints, sending acknowledgement letters, and communicating with customers directly.
- Investigate complaints to provide a suitable resolution for the customer and the business within deadlines, collaborating and liaising with different departments as needed.
Requirements:
- Good understanding of the Energy Industry.
- Willingness to learn with a proactive approach.
- Good attention to detail to identify where standards are not being met and provide suggestions of improvement.
- Enthusiasm and drive to manage and review high volumes of qualitative data.
- Excellent communication skills both written and verbal.
- Problem solving and analytical skills to mediate an expression of dissatisfaction and provide a reasonable outcome for the customer as well as the business.
- Good drafting skills and willingness to learn the in-house style of drafting deadlock letters as part of the Complaints Handling Process.
- Good investigation skills and understanding of reviewing data across different platforms.
- Good time keeping and prioritisation skills to meet deadlines as and when required.
- Able to collaborate and work with different teams across the business.
- Able to use Excel, Microsoft Word, and PowerPoint as and when required.
What We Offer:
CFP Energy (UK) Ltd is committed to ensuring equal opportunities, fairness of treatment, dignity, and respect, and the elimination of all forms of discrimination in the workplace for all employees/contractors and job applicants.
