Description
Our 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.
Key Responsibilities
Key Competencies
Leadership – Act as an Ambassador promoting the CMO Customer minimum standards
Health, Safety & Environment – Report / escalate any HSEQ near misses / hazards observed
Customer focused - Relevant contract/customer service experience. Able to adapt to customer needs.
Embracing Change - Able to support performance review sessions and drive performance improvement.
Communication - Effective interpersonal skills.
Influencing skills - Able to positively influence customer thinking
Performance Management - Demonstrable experience of exceeding targets/KPI’s.
Innovation and Creative Thinking - Able to adapt to customer needs
Operational Understanding – General knowledge of the gas industry is desirable. Able to use digital devices and built in apps. Able to prioritise tasks and work independently
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.
Experience and Qualifications
Qualifications/Skills Required
- Experience of working in Utilities
- Supervisor Street works qualification
- Health & Safety qualification an advantage
- Strong management skills – people, project and client management
- Financial and commercial awareness
- Driving Licence
Salary and Benefits
We offer a competitive salary based on experience along with a full benefits package.
Network Plus is proud to be an Equal Opportunity Employer. We celebrate diversity and do not discriminate based on race, religion, colour, nationality, sex, sexual orientation, age, veteran status, disability status, or any other applicable characteristics protected by law.
We are Armed Forces-friendly. We welcome applications from ex-Armed Forces personnel, reservists, armed forces veterans, cadet instructors and military spouses/partners.
We understand that privacy and the security of your personal information is extremely important. By applying for this role, you agree to the terms of our privacy policy.
About Network Plus
Network Plus is an award-winning business delivering essential utility and infrastructure services for the UK’s major providers of gas, power, telecoms, transport, water, and wastewater.
We value the variety of experience, perspective, and other points of difference our workforce, clients, and supply chain offer.
We are actively working with colleagues across the Network Plus Group to develop an inclusive environment – we want all our employees to feel valued and included to enable everyone to thrive at work and understand the value of their contribution matters no matter their background, identity, or circumstances.
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