Social network you want to login/join with:
Customer Excellence Officer (x2), Edgware
Client:
Stanmore Quality Surfacing Ltd
Location:
Edgware, United Kingdom
Job Category:
Customer Service
EU work permit required:
Yes
Job Reference:
2a49586d8fd0
Job Views:
11
Posted:
28.04.2025
Expiry Date:
12.06.2025
Job Description:
Description
Stanmore Quality Surfacing Ltd (SQS Ltd) is a family firm that has grown into a leading reinstatement, surfacing, and engineering solutions provider in London, the Home Counties, and the South East. With a nearly 30-year track record in providing high-quality reinstatement and highways maintenance services, SQS continues to be at the forefront of quality, innovation, and performance in the industry.
We are now looking for two Customer Excellence Officers to join the Customer Care Team to support our Gas Contract.
Overall purpose of the job:
To proactively manage and deliver the best possible customer experience to maximize 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, including vulnerable and PSR customers, and specific customer requests. Supporting systems to be used where appropriate.
* Distribute heating appliances to customers as needed.
* Act as an advocate for the delivery of KNOCK– (knock, inform, open and honest, complete, knock), on-site communication process.
* Engage and communicate with customers, the public, and other stakeholders, including business owners, retail outlets, and the client, to keep them fully informed throughout the gas works journey.
* Collaborate with operational teams and site managers to deliver excellent customer support and coaching on-site.
* Assist with inquiries and complaints in line with Cadent Gas’s 60-minute response and 1-day closure objectives.
* Share customer performance data, including CSAT scores and comments, and address any corrective actions arising from inquiries and complaints.
* Post-KNOCKs, collect customer feedback—positive and negative. Share positive feedback as accolades and resolve negative feedback promptly to improve CSAT scores. Share lessons learned to prevent repeated issues.
* Maintain regular communication with the client to understand performance and collaborate effectively.
* Attend weekly internal contract meetings, providing relevant data as required.
* Participate in weekly planning and programming meetings if needed.
* Ensure teams are stocked with all necessary customer documentation for their roles.
#J-18808-Ljbffr