Customer Specialist Manchester, England
Job description
Customer Specialist
Cadent Gas North West
Our Company
Since its formation in 2000, Network Plus Group has gone from strength to strength following successful contract awards and acquisitions. The Group comprises Network Plus Services, Go Traffic Management, Capital Traffic Management, EOS and Network Plus Multi Utility.
Network Plus is now one of the UK’s leading utility and infrastructure providers, with offices and depots stretching from Carlisle to the South coast. We deliver services to clients and the public 24/7/365.
Core services include repair, maintenance, construction and installation of utility and infrastructure assets. We provide traffic management through our sister businesses; Go Traffic Management and Capital Traffic Management. Vegetation management and tree cutting activities are provided through EOS Contracting.
We pride ourselves on hiring and retaining fantastic people. We aim to be inclusive and respectful in the way we develop our people.
Our Role
As a Customer Service Specialist, you will be responsible for delivering exceptional levels of customer service onsite in the Manchester/Trafford area on our Gas Mains replacement work. This is a senior position that will see you ensure a customer service culture is adopted by everyone in an operational role. Day to day you will lead a small team of Customer Liaison Officers who carry out regular interaction with customers and work with our local delivery partner and their teams to ensure we minimise disruption and promote a positive customer experience during our works.
Key Responsibilities
· We are looking for someone to base themselves on our operational sites identifying customer issues and opportunities to improve the customer experience.
· We are looking for someone to lead and the Customer Liaison Officers in the area and manage their daily activities.
· We are looking for someone to improve our customer contact success rate during the door step customer CARE process
· We are looking for someone to review future projects and understand each ones specific
· customer challenges and requirements in order to plan an appropriate customer strategy.
· We are looking for someone to support our customer walk off process identifying and resolving customer issues post completion of works.
· We are looking for someone to be the main point of contact onsite to our customers on supply interruption days.
· We are looking for someone to conduct new starter training with new operational starters.
· We are looking for someone to support the customer service team with daily enquiries and complaints
· We are looking for someone to highlight onsite concerns to our Team Leaders, Site Managers and Local Delivery Partners
· We are looking for someone to identify gaps in customer skill set within our operational teams
· We are looking for someone to generate new ways of working and innovations to continually improve our customer performance.
· We are looking for someone to conduct customer service audits to identify areas of failure
· We are looking for someone to review claims for compensation on an individual basis
· We are looking for someone to drive resolution throughout the business and support all internal departments with business needs
· We are looking for someone to track peaks and trends in enquires and complaints
· We are looking for someone to promote the use of our Live Person Whatsapp platform with customer to minimise customer contacts
· We are looking for someone to attend weekly programme meetings to support the success of the delivery unit
Experience and Qualifications
A passion for customer service
Previous experience in a lead customer service role
Excellent communication skills to communicate effectively with customers and Cadent Gas stakeholders
Able to positively influence customer thinking
Able to analyse data for meaningful service trends
Flexibility around working hours e.g. on supply interruption days (usually Thurs/Fri) hours will be 11am-8pm. Some weekend overtime may be required during busy periods.
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 which you can find here - https://networkplus.co.uk/privacy-and-cookie-policy.
Job Type: Full-time
Salary: Up to £35,000.00 per year
Benefits:
- Free parking
- On-site parking
Schedule:
- Monday to Friday
Work Location: One location
