With our client's business in a maturing phase, we are looking for an individual who can support the CX Manager in delivering foundational processes and tracking that enables growth and innovation in the future.
Below are core duties of the position;-
Support the enhancement of customer journey programme across B2B and B2C audiences, by identifying and delivering on quick win opportunities.
Maintain governance of internal and external policies and processes, making updates where required and communicating these to relevant teams and stakeholders.
Represent the voice of the customer within the business to ensure the needs of customers are considered with business activities, working with delivery & operations teams to ensure their service & experience vision is achieved.
Support the execution of the Voice of the Customer programme, including gathering and organising customer feedback, NPS, and satisfaction data.
Support the business wide Voice of Customer programme and engage with stakeholders to drive improvements in NPS and customer satisfaction across customer segments
Develop customer facing communication, collateral and initiatives, with marketing and customer operations teams.
Develop and attend customer and community engagement events representing our client.
Work with internal teams and external partners to support the delivery of customer experience initiatives and ensure alignment with service standards.
Help prepare training materials and customer-facing communications in collaboration with the CX Manager and marketing.
Skills required:-
Essential:
Knowledge of and experience in the consumer services sector (utilities, communications, banking) and consumer protection regulation.
Experience of supporting a voice of customer programme including customer satisfaction and NPS measurement and metrics, and wider customer insights.
Experience in identifying and implementing operational processes to improve service delivery
Ability to work both independently and as part of a cross-functional team in a matrix environment, taking initiative to drive projects forward.
Desirable:
Willingness to learn and understand heat network metering, billing and customer service platforms and software
It is desirable to have strong Excel skills as the role will involve interrogating data.
It would be desirable to have working knowledge of, and experience in the heat network sector, including Heat Trust and its service standards.
Knowledge of, or ability to learn how to use customer relationship management (CRM) tools and other digital platforms
Key competencies of the role are:
Attention to detail
Continuous Improvement mindset (experience with identifying inefficiencies and driving process enhancements)
Customer centric mindset (understands how internal processes impact the customer journey)
Strong organisational skills and ability to work across multiple workstreams
Ability to work with and scrutinise data via excel to identify trends
Previous experience that would suit this role include:
Project Support Officer
Customer case management role (complaints, close the loop)
Continuous Improvement/Operational Excellence exec
For more information on this excellent opportunity with our market leading renewable energy client, please contact the recruitment team on 0207 7479774 or apply online & we will get back to you.