Customer Experience Champion

SQS; Greater London; On-site; GBP 26,000 - 32,000; Full time

Job summary

Stanmore Quality Services Ltd in London is seeking a Customer Excellence Officer to pro-actively manage the customer experience and maximise CSAT performance on the gas works contract.

You will coordinate pre-communication, manage customer details including vulnerable and PSR customers, allocate heating appliances, and act as the on-site advocate for clear, transparent communication across stakeholders, delivering on-site support and feedback loops.

Responsibilities

• Pro-actively manage customer experience to maximise CSAT on the gas works contract.
• Pre-communication with customers ahead of gas works; ensure accurate, up-to-date details.
• Distribute heating appliances to customers as needed.
• Advocate for the KNOCK on-site communication process with stakeholders.
• Collaborate with operational teams and site managers to improve on-site support.
• Handle enquiries/complaints within Cadent Gas' 60min/1-day targets and share feedback.
• Attend meetings and provide data on CSAT and performance.

Job description

Stanmore Quality Services Ltd in London is seeking a Customer Excellence Officer to pro-actively manage the customer experience and maximise CSAT performance on the gas works contract.

You will coordinate pre-communication, manage customer details including vulnerable and PSR customers, allocate heating appliances, and act as the on-site advocate for clear, transparent communication across stakeholders, delivering on-site support and feedback loops.