Customer Care Co-ordinator

**Trinity is a 10-year joint venture between global knowledge enterprise Enzen and Sapphire Utility Solutions. The partnership's mission is to enable Cadent, the UK's largest gas distribution network, to deliver a safer, more resilient and more sustainable gas system to communities in the West Midlands for generations to come.**

**Through a best-in-class operating model, digital transformation and innovative solutions in process efficiency, Trinity will replace more than 300 kilometres of assets every year for the next decade, enhancing Cadent’s mains and service network infrastructure and achieving long-term value for consumers**.

Working closely with our Customer Care Contact Centre and Customer Liaison Leads, this role is crucial for the timely creation and delivery of Customer correspondence for our schemes, insurance claims handling, processing of regulatory customer GSOP payments and additional key administrative functions.

Hours of work: Monday - Friday 8am until 5pm

Location: Wolverhampton

**Key responsibilities include**:

- Organise and prioritise the production and delivery of all proactive Customer correspondence reacting timely to any programme changes that may occur.
- Be the main point of contact for liaison and co-ordination of Customer correspondence with the third-party printing and letter distribution provider.
- Produce Customer Correspondence as per regulatory requirements.
- Proactively managing GSOP compliance and highlighting potential risks and issues associated with our regulatory performance.
- Processing GSOP payments and ensuring all assurance activities are complete.
- Accurate and timely update of all Customer related information into our Client CRM system.
- Liaising with Operational and LDP Partners to maintain accurate daily workload and programme information.
- Completion of administrative work spanning across several platforms including MS Project, SAP CRM and Ctrl Hub.
- Production and coordination of Customer and LDP data/ reports, creating additional documents where required, ensuring these are shared with key contacts across the contract, particularly for performance and compliance discussions.
- Analyse Customer detail and data to understand and recommend key trends for best practice and areas for improvement.
- Efficient and effective management of Customer insurance claims ensuring compliance with regulatory standards.
- Investigating Customer insurance claims using appropriate data/ information to help inform the decision concerning the claim.
- Comprehensive investigation of escalated customer complaints leading to a successful, timely resolution for the Customer.

**Knowledge & Experience**
- Demonstrable track record in delivering a proactive Customer Experience.
- Previous experience in working within a service delivery industry.
- Able to demonstrate working to and achieving performance targets including regulatory performance.
- Able to demonstrate a flexible approach that adapts to changing business and Customer needs.
- Ability to compile, interpret and challenge analytical data/reports.
- Ability to use information management systems i.e. SAP.
- Ability to build effective working relationships with both internal and external Customers.

**What we offer**:

- Modern head office with rest areas and refreshment facilities
- 25 days holidays plus bank holidays
- Death in Service/Pension Scheme
- Car Parking at head office site
- Perkbox (wide range of discounts for shopping)

**Job Types**: Full-time, Permanent

**Salary**: £22,000.00 per year

**Benefits**:

- On-site parking

Schedule:

- Day shift
- Holidays
- Monday to Friday
- Overtime

Work Location: One location