AddressJOB DESCRIPTION
Job Title: Customer Engagement Officer (CEO)
Responsible to: Customer Engagement Manager / Team Leader
Location: Office Based at Our Dartford office located at 5 Waterside Court, Galleon
Boulevard, Crossways, Dartford, DA2 6NX
Date: January 2024
JOB SUMMARY
Groundwork South has been contracted by Affinity Water to help deliver their domestic water saving programme. The Customer Engagement Officer (CEO) provides key support in the delivery of the programme by contacting Affinity Water customers and generating appointments by telephone and email. The CEO role supports Groundwork South and
Groundwork London’s wider water efficiency programme that carry out activities such as providing on-site advice and the installation of free water-saving devices and plumbing repairs.
The CEO is the first point of contact for many customers and they provide answers to any questions that customers may have about saving water. A CEO supports the programme in the key areas of maintaining communications and customer relations with Affinity Water
(and on occasion other client) customers, and ensuring visits are agreed and scheduled with the customers.
Main Duties
- Promote the Home Water Efficiency programme (HWEC) and water saving, and telephone and engage with Affinity Water customers, making and confirming appointments with them for HWEC visits from a HWEC advisor.
- Make targeted outbound calls to generate water efficiency visits for Affinity Water customers – on occasion for other clients within the wider Water Efficiency Programme.
- Maintain records of customer appointments and visits and produce reports using the booking and reporting systems. Work with HWEC advisors to ensure that Customer Engagement activities are carried out as agreed with the customer.
- Ensure that visits are scheduled and can be delivered on time and to agreed quality standards within the administrative and financial frameworks of the project. Specific targets for the post-holder will be given and monitored.
- Undertake monitoring information and reporting requirements.
KEY TASKS & RESPONSIBILITIES:
- Undertake telephone engagement with customers
- Inspire confidence and improve customer perception of the benefits of metering and the need to save water.
- Operate customer databases to ensure all data is recorded accurately.
- Work to ensure the agreed target number of households and individuals are engaged.
- Support wider community events and activities to publicise the scheme.
- Liaise as required with other Groundwork and Water Efficiency Staff and partners delivering similar or complementary services for residents.
- Work with the marketing and development teams to publicise the programme.
- Attend relevant project team meetings.
- Report to the Affinity Water Team Leader
- Update Groundwork South’s staff recording systems and other key documents at agreed intervals.
- Undertake administrative duties commensurate with the role.
KEY AREA: SAFEGUARDING CHILDREN & ADULTS AT RISK
Groundwork South is committed to safeguarding a promoting the welfare of children and adults at risk. It is the responsibility of each employee to familiarise themselves and comply with the organisation’s procedures and systems on safeguarding children and adults at risk. Primary responsibilities are:
- To adhere to the Safeguarding Policy and Procedures.
- To adhere to the Safer Recruitment Policy & Procedure.
- To report any safeguarding incidents or concerns immediately to your Designated Safeguarding
Officer or Lead Designated Safeguarding Officer.
- To complete any Safeguarding Awareness training as required by Groundwork South
- If required for your post, undertake an enhanced DBS check and maintain annual membership through the update service.
KEY AREA: CUSTOMER SERVICE
Actively assist with customer service taking a lead in day to day operations to ensure that exemplary customer service is delivered with residents, tenants and leaseholders and clients.
KEY AREA: QUALITY
Focus on customer satisfaction and deliver a quality service to the agreed standards
KEY AREA: HEALTH & SAFETY
Groundwork South is committed to ensuring the health, safety and welfare of its employees and it will, so far as is reasonably practicable, establish procedures and systems necessary to implement this commitment and to comply with its statutory obligations on health and safety. It is the responsibility of each employee to familiarise themselves and comply with the organisation’s procedures and systems on health and safety. Primary responsibilities are:
- To report all Health & Safety occurrences including potential hazards to line manager
- To comply with Groundwork South Health & Safety Policy and Regulations
- To carry out routine checks on vehicles, equipment and machinery and report any defects to line manager
- Use, store and maintain tools and equipment in line with Health and Safety best practice
ADDITIONAL RESPONSIBILITIES
- Adhere to all the policies and procedures of the organisation.
- Contribute to the Trust’s work in maintaining existing and achieving future accreditations and standards.
- Commit to Continual Professional Development and undertake any training and development deemed necessary to fulfil criteria of post.
- Any other duties commensurate with the level of the post.
GROUNDWORK SOUTH VALUES
All employees of Groundwork South are required to understand and contribute to the organisation’s values. Groundwork South is committed to transforming people’s lives and places through social, economic and environmental action. In terms of development and delivery of these projects we work across three business themes, Communities & Landscape Design Services, Youth, Employment
& Skills and Environmental Services and we successfully deliver these projects by adopting a clear set of values:
- Passion
- Commitment
- Empathy
- Professionalism
- Innovation
Essential Desirable
Factor Criteria
Knowledge Good level of literacy and numeracy. GCSE English and Maths Grade C or equivalent.
Knowledge and/or willingness to learn about water efficiency and home products, or demonstrated interest in water efficiency and sustainability.
Experience Ability to use online databases, Internet and Email
Confidence and ability to communicate clearly with a range of clients, including residents who do not have English as their first language
Well-developed oral and written communication, including a professional and friendly Customer Engagement manner
Skills Ability to engage with customers on the telephone and email.
Demonstrate a commitment to and understanding of the principles of equal opportunities in both employment and service delivery
Abilities A proven ability to think creatively, problem-solve and work on own initiative with minimal supervision
Strong team skills and a proactive, supportive way of closely working with colleagues to achieve results
Special
Requirements Willingness to work flexibly and including some evenings, weekends and public holidays
TERMS AND CONDITIONS
Salary £20,319 per annum - £10.42 per hour
Contract Fixed Term – March 2024
Hours of work Full Time 37.5 hour per week covering Saturdays hours excluding a daily lunch
break and travel to and from the main place of work.
Place of work Fixed place of work at our Dartford office based at 5 Waterside Court, Galleon
Boulevard, Crossways, Dartford, DA2 6NX . You may be required to travel on
Groundwork’s business to carry out your duties at other locations as may be required for the proper performance of your duties.
Holidays 25 days per annum plus English Bank Holidays. A pro rata entitlement is calculated for part time workers in each holiday year (which runs from the 1st
January to 31st December).
Pension Groundwork will comply with the employer pension duties in respect of the worker in accordance with Part 1 of the Pensions Act 2008 in relation to the
Groundwork Pension Scheme. Employee contributions are made by salary sacrifice.
Benefits The following discretionary benefits are available to staff:
Health Cash Plan
A Company sponsored healthcare cash plan, which enables you to claim 100% refund on healthcare bills (subject to the maximum claim levels) including dental, optical, chiropody, specialist consultation fees, physiotherapy and osteopathy.
Dependant children are covered free up the age of 18 in full time education.
Includes PERKS scheme which has offers such as discounted gym membership and shopping discounts.
Employee Assistance Programme
Fully comprehensive EAP which includes mental health helpline and face to face counselling.
Cycle to Work Scheme
This salary sacrifice scheme enables employees to apply for a loan of up to
£1,000, 0% interest over a period of 12 months to purchase a bike, meaning you can save up to 42% through lower tax and NI contributions.
TOIL TOIL – Time Off In Lieu - Although there is no overtime paid by the Trust; the
Trust has a Time Off In Lieu system in place. TOIL is normally time spent at weekend and evening events/meetings or extra work as requested by your line manager.
References Employment to this post will be subject to receiving two satisfactory references.
We reserve the right to approach any previous employers quoted to obtain a reference if deemed necessary.
Proof of Eligibility of Evidence must be provided to comply with the Immigration, Asylum and
right to work in the Nationality Act 2006.
UK
Training Undertake any training and development deemed necessary for the pursuance of the post, as identified through the induction and supported through our appraisal process.
The above job description is a guide to the work you may be required to undertake but does
H:\2 KENT & MEDWAY AREA\RECRUITMENT\2024\THAMES VALLEY\Customer Engagement Officer\Customer Enagement
Officer (CEO) JD PS .doc
not form part of your contract. The above job description is a guide to the tasks you may be required to undertake and may change from time to time to reflect changing assignments.
I have read and agree that this job description and person specification accurately defines the role.
Signed …………………………………………………………………………
Printed ……………………………………………………………………….
Date ………………………………………………… ……………………….
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Officer (CEO) JD PS .doc
Job Type: Full-time
Salary: From £20,319.00 per year
Schedule:
- Monday to Friday
- Night shift
- Weekend availability
Ability to Commute:
- Dartford, DA2 6NX (required)
Ability to Relocate:
- Dartford, DA2 6NX: Relocate before starting work (required)
Work Location: In person
Reference ID: CE0124
