Department: Cadent
Location: Derby (General)
Compensation: £28,500 / year
Description
Our Role
You will be ultimately responsible for handling activities as outlined below:
* Take ownership of CARE activities (Pre, During & Post) necessary to achieve exceptional customer feedback and customer satisfaction scores.
* Support operational ownership in resolving customer enquiries and complaints within D+1 working days.
* Deliver effective walk-off post completion activities coordinated by the Customer Manager.
* Coordinate and support LDP Lasting Impression and Community Social Value events.
Key Responsibilities & Competencies
* Leadership – Promote the CMO Customer minimum standards.
* Health, Safety & Environment – Report/escalate any HSEQ near misses or hazards observed.
* Customer Focus – Relevant experience; able to adapt to customer needs.
* Embracing Change – Support performance reviews and drive improvements.
* Communication – Effective interpersonal skills.
* Influencing Skills – Positively influence customer thinking.
* Performance Management – Experience exceeding targets/KPI’s.
* Innovation & Creative Thinking – Ability to adapt to customer needs.
* Operational Understanding – Knowledge of the gas industry desirable; proficient with digital devices and apps; able to prioritize tasks and work independently.
Core Responsibilities
Strategy
* Promote a customer service culture.
* Conduct customer feedback activities and turn feedback into actions.
* Implement and improve the customer experience strategy.
* Proactively seek improvements to customer service.
* Coordinate with planning managers regarding project site requirements.
* Prioritize workload and work independently.
Health and Safety
* Visit sites beforehand to identify risks and site closures.
Financial / Operations
* Track and report on customer experience KPIs monthly.
Customer / Market
* Ensure activities to achieve high customer satisfaction.
* Analyze trends and address failures.
* Engage customers through letters, drop cards, etc.
* Resolve customer enquiries and complaints promptly.
* Handle escalations for major issues.
* Manage vulnerable customers per GSOP3, including installing replacement gas supplies when requested.
Experience and Qualifications
* Experience in Utilities sector.
* Supervisor Street Works qualification.
* Health & Safety qualification (advantage).
* Strong management skills (people, project, client).
* Financial and commercial awareness.
* Valid driving license.
Salary and Benefits
Competitive salary based on experience plus full benefits. Network Plus is an Equal Opportunity Employer and welcomes applications from diverse backgrounds, including ex-Armed Forces personnel.
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