Customer Experience Liaison – Drive Satisfaction

Network Plus; Torquay; On-site; GBP 28,000 - 40,000; Full time

Job summary

Network Plus is seeking a Customer Experience Coordinator to drive exceptional customer feedback and satisfaction on all projects in Torquay. You will own CARE activities across pre, during and post stages and coordinate with the Customer Manager to deliver swift, effective resolutions.

Responsibilities include tracking KPIs, delivering surveys and follow-up communications, and escalating major issues while maintaining a customer-centric approach.

Qualifications

• Leadership as ambassador promoting customer minimum standards.
• Strong HSE awareness and incident reporting.
• Customer-focused with relevant contract/customer service experience.
• Able to support performance review sessions and drive improvements.
• Effective interpersonal communication.
• Able to positively influence customer thinking.
• Proven track record of exceeding targets/KPIs.
• Willingness to adapt to change and drive performance.
• Good operational understanding with ability to prioritise tasks.

Responsibilities

• Take ownership of CARE activities to achieve exceptional customer feedback and satisfaction.
• Support resolution of inquiries and complaints within D+1 working days.
• Coordinate post-completion activities with the Customer Manager.
• Ensure CARE completion on all projects.
• Provide D+1 percentage contact close-out support.
• Aim for 80% walk-off completion across visits and score capture.
• Track customer experience KPIs and compile monthly & weekly reports.
• Engage customers via letters and drop cards within prescribed timeframes.
• Resolve customer inquiries and complaints on a Day+1 basis with call centre liaison.
• Act as escalation point for major complaints and coordinate resolutions with stakeholders.
• Manage vulnerable customers and arrange replacement gas supplies when requested.

Skills

Leadership

HSE awareness

Customer focus

Embracing change

Communication

Influencing skills

Performance management

Innovation

Operational understanding

Job description

Network Plus is seeking a Customer Experience Coordinator to drive exceptional customer feedback and satisfaction on all projects in Torquay. You will own CARE activities across pre, during and post stages and coordinate with the Customer Manager to deliver swift, effective resolutions.

Responsibilities include tracking KPIs, delivering surveys and follow-up communications, and escalating major issues while maintaining a customer-centric approach.