About this role
You will be ultimately responsibility 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 that are coordinated by the Customer Manager. Coordinate and support LDP Lasting Impression and Community Social Value events. Effective CARE completion on all projects D+1 % contact close out support 80% Walk Off completion (successful visits & score captured) Core Responsibilities Strategy: Ensure a customer service culture is adopted throughout the teams. Carry out measurable customer feedback activities – surveys, courtesy calls and such. Covert feedback in to actions. Implement the customer experience strategy. Proactively shape improvements to the customer experience and service. Liaise with the planning manager to understand which projects require a CLO on site. Use initiative, prioritise workload and work unsupervised. Health and Safety: Visit and walk each site before work commences to identify potential risk and when sites closed. Financial / Operations: Track customer experience KPI’s and compile monthly reports. Customer / Market: Take ownership of activities necessary to achieve exceptional customer feedback and customer satisfaction score. Conduct trend analysis against failures. Engage customers via relevant communications such as letters, drop cards within the prescribed noticing timeframe. Take ownership for resolving customer enquiries and complaints on a Day+1 basis by liaising with customer call centre personnel. Act as an escalation point for major complaints, repetitive issues or failures and agree resolution with the customer and client stakeholders. Manage vulnerable customers in accordance with GSOP3, ensuring that replacement gas supplies are installed on their premises when requested.