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.
Key Responsibilities
- 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.
- Financial / Operations: Track customer experience KPI’s and compile monthly & weekly 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.