Customer Experience Specialist

1 month ago


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

About the Role:

Stanmore Quality Surfacing Ltd is a leading provider of reinstatement, surfacing, and engineering solutions in London and the surrounding areas. We are seeking a Customer Excellence Officer to join our Customer Care Team to support our Gas Contract.

Job Purpose:

To proactively manage and deliver exceptional customer experiences, ensuring maximum CSAT performance on the contract.

Key Responsibilities:

  • Pre-communication with customers to ensure accurate and up-to-date information, including vulnerable and PSR customers.
  • Distribute heating appliances as needed.
  • Advocate for the delivery of KNOCK– (knock, inform, open and honest, complete, knock) on-site communication process.
  • Engage with customers, stakeholders, and the public to provide on-site customer support and coaching.
  • Assist with enquiries and complaints, adhering to Cadent Gas' 60min response and 1 day closure objective.
  • Share customer performance data, including CSAT scores and comments.
  • Collate customer feedback, resolving negative feedback promptly and sharing positive feedback as accolades.
  • Liaise with the client to understand performance and work collaboratively.
  • Attend internal contract meetings and provide data as required.

Requirements:

The ideal candidate will possess excellent communication and interpersonal skills, with the ability to work collaboratively with operational teams and site managers. Strong problem-solving skills and attention to detail are essential for this role.



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