Customer Experience Advisor - Utilities & Water

Lanes Group; East Midlands; Sur place; GBP 27 000 - 29 000; Plein temps

Avantages offerts par ce poste

Pension Plans

Training & Development

Résumé du poste

Lanes Group is seeking a customer-focused coordinator for Derby/Spondon to handle enquiries by phone, email and messaging, resolve issues promptly and keep accurate records. The role requires excellent service, strong communication and the ability to work with internal teams.

You will use Microsoft Office and CRM systems, manage a varied workload in a fast-paced environment, and contribute to targets around response times and customer satisfaction.

Qualifications

• Excellent customer service, communication and problem‑solving skills.
• Ability to investigate and resolve customer enquiries and complaints.
• Strong organisational skills to manage multiple priorities and meet targets.
• Resilient, adaptable, and professional in challenging situations.
• Competent in Microsoft Office and customer management systems with attention to detail.

Responsabilités

• Respond to customer enquiries via telephone, email & whatsapp.
• Investigate complaints and claims fairly and professionally.
• Keep customers informed throughout the resolution process.
• Update customer records and maintain accurate case notes.
• Coordinate with field teams, contractors, and operational departments.
• Meet performance targets such as response times, resolution rates, and customer satisfaction scores.

Connaissances

Customer service

Communication

Problem solving

Organisational skills

Microsoft Office

CRM systems

Outils

CRM software

Description du poste

Lanes Group is seeking a customer-focused coordinator for Derby/Spondon to handle enquiries by phone, email and messaging, resolve issues promptly and keep accurate records. The role requires excellent service, strong communication and the ability to work with internal teams.

You will use Microsoft Office and CRM systems, manage a varied workload in a fast-paced environment, and contribute to targets around response times and customer satisfaction.