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Below are core duties of the position which will be shared between the two CX Managers. With our client's business in a maturing phase, we are looking for an individual who can support them in devising and establishing foundational processes and tracking that enables growth and innovation in the future. To reiterate, the below will be delivered jointly with the existing CX Manager. Duties:-To develop and maintain all customer journeys for each customer segment, for both B2B and B2C audiences, including digital journeys (with marketing). In consultation with relevant teams, develop the customer service standard that underpins their customer proposition, including internal and external policies and processes. Represent the voice of the customer within the business to ensure the needs of customers are considered with business activities, working with delivery & operations teams to ensure their service & experience vision is achieved. Monitor and provide assessment on regulatory changes that impact compliance requirements and service standards. This includes reviewing existing processes and working with teams internally and external service providers to revise and improve standard operating procedures where required, to comply with changes in regulation or in response to feedback loops. Execute and develop the business wide voice of customer programme, include delivery of NPS and customer satisfaction measurement across customer segments, and evaluation of KPI performance from delivery partners. Use insights and feedback to further develop customer journeys in collaboration with customer operations and marketing. Develop customer facing communication, collateral and initiatives, with marketing and customer operations teams. Support business development and project delivery teams on client engagement regarding customer experience, including training to client teams. Develop and deliver training on customer experience building a customer centric culture across the business and delivery partners. Contract manage external service providers, where required, Develop and attend customer and community engagement events representing our client. Skills required:-Essential:Must have several years working experience in a Customer Experience Management position & have knowledge of and experience in the consumer services sector (utilities, communications, banking) and consumer protection regulation. Experience of devising and delivering a voice of customer programme including customer satisfaction and NPS measurement and metrics, and wider customer insights. Experience in developing and implementing operational processes to improve service delivery Ability to work both independently and as part of a cross-functional team in a matrix environment, taking initiative to drive projects forward. Desirable:Willingness to learn and understand heat network metering, billing and customer service platforms and software It is desirable to have strong Excel skills as the role will involve interrogating data. It would be desirable to have working knowledge of, and experience in the heat network sector, including Heat Trust and its service standards. Knowledge of, or ability to learn how to use customer relationship management (CRM) tools and other digital platforms.
The successful candidate will be expected to work from our clients central London head office at least 50% of each working week. For the initial few weeks, the requirement to be in the office will be higher. Therefore applicants must live within commutable distance of the office.
For more information on this excellent opportunity with our market leading renewable energy client, please contact the recruitment team on or apply online & we will get back to you.
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Gi Group Holdings Recruitment Limited are proud founding members of Menopause in business, pledge members for Neurodiversity in business, Disability committed members, Silver status pledge members for the Armed Forces Covenant, and Bronze trail blazers for Racial Equality matters.
Gi Group of companies includes Gi Group Holdings Recruitment Ltd, Gi Recruitment Ltd, Draefern Ltd, Excel Resourcing (Recruitment Consultants) Ltd, Gi Recruitment Ltd, INTOO (UK) Ltd, Marks Sattin (UK) Ltd, TACK TMI UK Ltd, TACK International Ltd, Grafton Professional Staffing Ltd, Encore Personnel Services Ltd, Gi Group Staffing Solutions Ltd and Gi Group Ireland Ltd. Gi Group Staffing Solutions Ltd are acting as an Employment Business in relation to this role.
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