Customer Excellence Advocate

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

Job summary

A leading service management company in the UK is looking for a Customer Experience Specialist. This role focuses on enhancing customer feedback processes through NPS strategies and data analysis. You will work closely with various internal departments and engage directly with customers during site visits to improve the overall service experience. Strong skills in communication, data management, and customer relations are essential for success in this role.

Qualifications

• Experience in a customer-facing or service support role.
• Strong communication skills in both written and verbal formats.
• Ability to analyze customer feedback and identify trends.
• Comfortable with data and reporting tools.

Responsibilities

• Create NPS strategy and manage survey responses.
• Run customer journey workshops and map out improvements.
• Conduct monthly site visits and maintain adherence to service delivery.
• Analyze customer service trends and prepare reports.

Skills

Customer service experience

Clear written and verbal communication

Data analysis skills

Attention to detail

Ability to manage multiple tasks

Team collaboration

Process documentation

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 CS 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