Customer Experience Performance Officer

Customer Experience Performance Officer

Epsom £44.4k - £55.5k per annum (dependent on skills and qualifications)

Full Time Hybrid

Must have a Full Valid UK Drivers licence.

We are looking for a dynamic individual to join our Customer Experience (CX) team to help and support our people to deliver exceptional customer service and ensure SGN is the No1 GDN for Customer Satisfaction. You will work with our field and office colleagues as their regional CXO, ensuring they are fully equipped to deliver simply excellent customer service in their distinctive roles. You will take pride in jointly owning customer performance in your regional depots, and relish outperforming our customer broad measures for Customer Satisfaction and complaint handling.

Responsibilities

• Supporting operations colleagues to deliver excellent service, offering the right levels of support and coaching for customer satisfaction and complaint handling remotely and in the regional offices.
• Driving behavioural change with the depot senior management team around CX objectives.
• Attending senior manager meetings with customer satisfaction analysis, opportunities, and recommendations.
• Reviewing training material and techniques to ensure they are fit for purpose.
• Providing continuous training to the entire workforce and targeting areas where improvements are identified.
• Analyzing and delivering business reports, ensuring areas for improvement are identified along with solutions.
• Implementing and progressing key initiatives through internal projects.
• Analyzing customer enquiries, complaints, guaranteed standards of service, and satisfaction to understand trends and ensure improvement areas are fully targeted.
• Providing incident support for both our Scotland and southern network.

What you will need

• You will have previous experience in a coaching, training or management role which includes positively influencing key performance improvements.
• You will have strong interpersonal and influencing skills and can think strategically to identify key drivers of change for each work stream, depot, contractor, fully supporting each through to implementation.
• You must be analytically minded, and able to identify trends through various data streams, then work with the regions to deliver solutions.
• You must be flexible and prepared to work extra hours to attend incidents and deliver additional support on an ad-hoc basis.
• An in-depth knowledge of Microsoft office applications is essential.

If you require any accommodations or support during the application process, reach out to us. We're here to help ensure an inclusive and accessible experience for everyone.