Customer Excellence Advocate

Sharpsmart; North East; On-site; GBP 30,000 - 40,000; Full time

Job summary

A customer service company in the UK seeks a customer-focused professional to enhance customer experience and drive continuous improvement. The role involves developing NPS strategies, managing customer feedback, and engaging in site visits. Applicants should have experience in customer-facing roles, proficient communication skills, and familiarity with data analysis using Power BI. This position is a full-time opportunity, based at various company sites, reflecting the organization's commitment to excellent customer support.

Qualifications

• Experience in a customer facing or service support role.
• Clear written and verbal communication skills.
• Comfortable working with data and reports including Power BI.

Responsibilities

• Creating NPS Strategy to include survey personalised calls and feedback loop.
• Full ownership of NPS survey responses.
• Monthly customer site visits.

Skills

Customer service orientation

Feedback analysis

Process updating

Communication skills

Attention to detail

Tools

Power BI

Job description

We are looking for a customer focused professional to support the delivery of our customer experience and continuous improvement activities. This role plays an important part in gathering customer insight managing feedback and helping turn that insight into practical improvements across the business.

You will work closely with Customer Success Sales Field Services and Operations and have regular contact with customers.

This role can be based full time at any of our Sharpsmart sites.

Your role will involve

• Creating NPS Strategy to include survey personalised calls and feedback loop
• Full ownership of NPS survey responses
• Run Quarterly customer journey workshops
• Mapping the journeys and feeding into CI process
• Creating SOP and training guides for internal Depts
• CI & process advances. Constantly look for new way to better/ improve the customer experience
• Monthly customer site visits
• Receive document and investigate requests / complaints
• Complete adherence to CS charter and & service delivery (DIFOT)
• Review and interoperate power bi reports files records and other docs
• Manage demobilisation and exit interview process with customer feeding into CI loop
• Support mobilisations - from sales to CSudio handover
• Lead on additional stock request - investigate excessive volumes and work with FS and site - formal process to be followed and documented
• Analysis CS trends - support reporting these to CS lead to present to wider business in monthly BU meetings

Skills and Experience required

• Experience in a customer facing or service support role
• Clear written and verbal communication skills
• Ability to review customer feedback and spot trends
• Comfortable working with data and reports including Power BI
• Strong attention to detail and record keeping
• Able to manage multiple tasks and priorities
• Confident working with different internal teams
• Experience following and updating processes and documentation
• Professional approach to handling customer issues
• Willing to visit customer sites and engage directly with customers

We may use artificial intelligence (AI) tools to support parts of the hiring process such as reviewing applications analyzing resumes or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed please contact us.

Key Skills

• Athletics
• Admin Support
• External Audit
• ASP
• Blogging

Employment Type: Full-Time

Experience: years

Vacancy: 1