Description
As a Customer Care Co-ordinator on our National Grid Electricity Distribution Contract, you will be responsible for ensuring customers receive an excellent service and ensure compliance against agreed levels of service. The role will also be responsible for managing close out calls with the customer at the end of the job and ensuring our customers are 100% satisfied with everything we have done. In addition to the above, the role will support the wider team in understanding and analysing customer survey data and leading process improvements for the customer.
Key Responsibilities
- You will lead any customer queries or complaints associated with delivery
- You will log and chase for updates relating to any customer concerns ensuring they are dealt with within a timely manner
- You will work with Supervisors and Colleagues to investigate the root causes of failings and work alongside our Customer Liaison Officer to help navigate better practices to avoid future issues of a similar nature.
- You will report daily to Framework managers the current amount of outstanding enquiries or complaints to inform them of the teams performance.
- You will lead the close out call activities to the customer to make sure they are 100% happy with the outcome of their query
Experience and Qualifications
- Previous experience in a similar, customer focused role
- Willingness to learn
- Enthusiastic and self-motivated
- Ability to lead and motivate others
- Effective verbal and written communication skills with the ability to engage with Customers
- Willingness to challenge processes and implement change where necessary
- Ability to coach those working within your team and wider network
- Ability to analyse data and understand how to make improvements which will have a positive impact on performance
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.
