Customer Excellence Officer (x2)

Stanmore Quality Surfacing Ltd (SQS Ltd) is a family firm that has grown into a leading reinstatement, surfacing and engineering solutions provider in London, the Home Counties and the South East. With a nearly 30-year track record in providing high quality reinstatement and highways maintenance services, SQS continues to be at the forefront of quality, innovation and performance in the industry.

We are now looking for two Customer Excellence Officers to join the Customer Care Team to support our Gas Contract.

Overall purpose of the job:

To pro-actively manage and deliver the best possible customer experience to maximise CSAT Performance on the contract.

Customer Excellence Officer Responsibilities:

• Pre-communication with our customers ahead of gas works starting. Ensuring all customer details are accurate and up to date, inclusive of vulnerable and PSR customers, specific customer requests. Supporting systems to be used where appropriate.
• Distribute heating appliances to customers as and when needed.
• Act as an advocate for the delivery of KNOCK– (knock, inform, open and honest, complete, knock), on-site communication process.
• Engaging and communicating with customers and members of the public as well as other stakeholders including business owners, retail outlets and the client to keep them fully informed throughout the gas works end to end journey
• Working collaboratively with operational teams and site managers to deliver the ultimate customer experience by providing on site customer support and coaching
• Assisting with enquiries and complaints in line with Cadent Gas’ 60min response and 1 day closure objective
• Sharing customer performance with teams inclusive of CSAT Scores and comments as well as any corrective behaviours that arise from enquiry and complaints
• Post KNOCKs to collate customer feedback- good and bad. Positive feedback to be shared as accolades. Negative feedback to be resolved asap to drive positive CSAT scores and lessons learned to be shared to prevent repeated mistakes
• Regular liaison with our client to understand our performance and work collaboratively
• Attend weekly internal contract meetings, providing data ahead of these as and when required
• Attending weekly programming and planning meetings if required
• Ensuring teams are stocked with all mandatory customer carding for their role