Customer Experience Coordinator

5 days ago


Essex, United Kingdom Morrison Utility Services Limited Full time
About the Position

Morrison Utility Services Limited is seeking an experienced Call Centre Team Leader to lead our contact centre team, working closely with Client Thames Water on the Smart Metering Programme.

This role involves managing hybrid and home workers, driving customer resolution, service improvement, and excellence through positive relationships with departments and clients.

The successful candidate will work collaboratively with the Complaints Manager and Call Centre Manager to resolve customer complaints and escalations, ensuring all activities are completed compliantly and within Service Level Agreement (SLA) timescales.

Key responsibilities include:

  • Leading and managing hybrid and home workers
  • Demonstrating customer resolution, service improvement, and customer excellence
  • Proven people management skills
  • Managing systems and databases
  • Drafting reports and using data to drive improvements
  • Experience in a contractor/client relationship

Location: Langley Office

Job Type: Full-time

Estimated Salary: $65,000 - $85,000 per annum

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