Customer Relations Officer
1 day ago
£30000–£35000 yearly
Full-time
Kinsley
Provide customer liaison support for MC&C Utilities’ Cadent mains replacement programme, ensuring customers are informed, supported and treated in accordance with the CMO Customer Minimum Standards. Work closely with the Contract Manager, Project Manager, Site Managers and planning team. Responsibilities include: • Complete CARE requirements on all projects and support D+1 customer contact close-out., • Achieve 80% Walk Off completion, including successful visits and capture of customer scores., • Issue customer letters and drop cards within the required notification timescales., • Conduct customer visits, surveys and courtesy calls, turning feedback into practical improvements., • Take ownership of customer enquiries and complaints, working with the customer call centre to achieve Day+1 resolution., • Escalate major complaints, recurring issues and service failures, agreeing resolutions with customers and client stakeholders., • Support vulnerable customers in accordance with GSOP3, coordinating replacement gas supplies when requested., • Liaise with planning to identify projects requiring CLO attendance., • Walk sites before work starts and when sites close, reporting or escalating hazards and HSEQ near misses., • Monitor customer experience KPIs, analyse failure trends and compile monthly reports., • Promote a customer service culture across operational teams.
Neil A.Active 1 day ago