Customer Experience Manager

2 days ago

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

Job Title: Customer Experience Manager

In this role, you will have the opportunity to work with the Customer Care Team to support our Gas Contract. As a Customer Experience Manager, you will be responsible for proactively managing and delivering the best possible customer experience to maximise CSAT Performance on the contract.

Key Responsibilities:

  • Pre-communication with our customers ahead of gas works starting, ensuring all customer details are accurate and up to date.
  • Distribution of heating appliances to customers as and when needed.
  • Act as an advocate for the delivery of KNOCK– communication process.
  • Engaging and communicating with customers and other stakeholders to keep them fully informed throughout the gas works end to end journey.
  • Collaboration with operational teams and site managers to deliver the ultimate customer experience.
  • Assisting with enquiries and complaints in line with Cadent Gas' 60min response and 1 day closure objective.
  • Sharing customer performance data with teams.
  • Post KNOCKs to collate customer feedback and resolve negative feedback asap.
  • Regular liaison with our client to understand our performance.

About Stanmore Quality Surfacing Ltd:

Stanmore Quality Surfacing Ltd (SQS Ltd) is a family firm that has grown into a leading reinstatement, surfacing and engineering solutions provider in London, the Home Counties and the South East. With a nearly 30-year track record in providing high quality reinstatement and highways maintenance services, SQS continues to be at the forefront of quality, innovation and performance in the industry.

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