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Customer Experience Coordinator

2 months ago

Edgware, Greater London, United Kingdom Stanmore Quality Surfacing Ltd Full time

About Us

Stanmore Quality Surfacing Ltd (SQS Ltd) is a family-owned business that has grown into a leading provider of reinstatement, surfacing, and engineering solutions in the industry.

Job Overview

We are seeking a highly skilled Customer Care Advisor to join our Customer Care Team to support our Gas Contract.

Key Responsibilities

  • Act as the primary point of contact for customer inquiries, issues, and commendations.
  • Respond to and resolve customer issues in a timely and professional manner, adhering to our 2-hour/24-hour response policy.
  • Ensure the Customer Care tab is up-to-date in Ontrack.
  • Acknowledge and share customer commendations internally and externally.
  • Maintain strong relationships with clients through regular communication and meetings.
  • Prepare and send daily and monthly customer performance reports to clients, including appointment schedules.
  • Monitor and manage calling card delivery compliance as required.
  • Develop and share contract-specific customer contact analysis and lessons learned reports on a weekly basis.
  • Attend or participate in internal meetings to share lessons learned reports and drive customer performance.
  • Initiate and complete personal goals as needed, ensuring the Own Goal Database is updated.
  • Review and edit customer service training and presentations as necessary.
  • Attend client customer service training sessions to align with our own training and share best practices across the company.