Customer Excellence Officer

Stanmore Quality Surfacing Ltd; Greater London; Hybrid; GBP 26,000 - 34,000; Full time

Job summary

Stanmore Quality Surfacing Ltd is seeking a Customer Excellence Officer to proactively manage and deliver the best possible customer experience on the contract, driving CSAT performance.

You will pre-communicate with customers ahead of gas works, ensure accurate details including vulnerable/PSR customers, coordinate appliance distribution, promote the KNOCK on-site communication process, and liaise with clients and operations to continually improve service quality.

Responsibilities

• Pre-communication with customers ahead of gas works, ensuring accurate and up-to-date details, including vulnerable and PSR customers.
• Distribute heating appliances to customers as needed.
• Advocate for the KNOCK on-site communication process (knock, inform, open and honest, complete).
• Engage with customers, the public and stakeholders, keeping them informed throughout the gas works journey.
• Collaborate with operational teams and site managers to provide on-site customer support and coaching.
• Assist with enquiries and complaints in line with Cadent Gas' 60-minute response and 1-day closure objective.
• Share customer performance data, CSAT scores and feedback for improvement.
• Collect post-KNOCK customer feedback and address negatives to drive CSAT improvements.
• Liaise regularly with the client to understand performance and collaborate.
• Attend weekly internal contract meetings and provide data when required; participate in planning meetings if needed.
• Ensure teams are stocked with all mandatory customer carding for their role.

Job description

Overall purpose of the job:

To pro-actively manage and deliver the best possible customer experience to maximise CSAT Performance on the contract

Customer Excellence Officer Responsibilities:

• Pre-communication with our customers ahead of gas works starting. Ensuring all customer details are accurate and up to date, inclusive of vulnerable and PSR customers, specific customer requests. Supporting systems to be used where appropriate.
• Distribute heating appliances to customers as and when needed.
• Act as an advocate for the delivery of KNOCK- (knock, inform, open and honest, complete, knock), on-site communication process.
• Engaging and communicating with customers and members of the public as well as other stakeholders including business owners, retail outlets and the client to keep them fully informed throughout the gas works end to end journey
• Working collaboratively with operational teams and site managers to deliver the ultimate customer experience by providing on site customer support and coaching
• Assisting with enquiries and complaints in line with Cadent Gas' 60min response and 1 day closure objective
• Sharing customer performance with teams inclusive of CSAT Scores and comments as well as any corrective behaviours that arise from enquiry and complaints
• Post KNOCKs to collate customer feedback- good and bad. Positive feedback to be shared as accolades. Negative feedback to be resolved asap to drive positive CSAT scores and lessons learned to be shared to prevent repeated mistakes
• Regular liaison with our client to understand our performance and work collaboratively
• Attend weekly internal contract meetings, providing data ahead of these as and when required
• Attending weekly programming and planning meetings if required
• Ensuring teams are stocked with all mandatory customer carding for their role

Safety, Health, Environmental:

• Apply the principles of STAN (Stop, Think, Assess, NNo Excuses) to get your job done safely.
• Follow safe systems of work at all times.
• Comply with Personal Protective Equipment (PPE) requirements.
• Take all reasonable steps to uphold the environmental values of the company

Quality & Productivity:

Apply the principles of MORA (Meet our customers' expectations, Open and Honest 'put yourself in their shoes' act with integrity, Recognise our responsibilities, Always deliver the ultimate

• customer experience 'provide the best possible impression.
• Always endeavour to perform your duties in a way that maximises efficiency and productivity.
• Effectively communicate with fellow colleagues, members of the public and our clients in a courteous and respectful manner.
• Acts in a professional manner at all times to ensure the good reputation of SQS.
• Ensure that your company vehicle is kept in a clean and tidy condition both internally and external