Job Description
Overview of Day in a Life
* The role involves you working and travelling on our Operational sites 5 days a week, interacting with our external customers face to face.
* You will be working alongside our Operational engineering teams, providing our customers specific information regarding the Gas Mains Replacement work taking place at their home and obtaining feedback following the completion of the work.
* You will be required to visit different projects, ensuring all customers receive the same customer journey.
* There will be times when you will need to deescalate difficult situations and manage challenging customers.
* You will be required to deliver Customer feedback to our Operational Teams, giving coaching on how to improve their Customer Scores and comments.
* The role requires someone who can adjust to changes in focus to accommodate Operational needs and the ability to work in a fast-paced environment and have a strong mindset to handle.
Responsibilities
* To act as an ambassador for Cadent in front of customers and members of the public, as well as other stakeholders including business owners, retail outlets and others who may be impacted by our work. In representing Cadent, the CLO is there to:
* Present a professional, personable and reassuring face to the business.
* Communicate directly with customers to inform, advise and educate, and ensure that people are aware of the work we do, how it might affect them and, where necessary, to take responsibility for supporting them.
* Support the operational teams in their communications with customers and others.
* Act as an exemplar of customer service excellence both in the public domain and when working in the offices and depots.
* Communicate directly with our customers on the doorstep while working collaboratively with the operational teams and Site managers.
* Be a leading advocate in the effort to maximise customer satisfaction and minimise customer complaints.
* To be on site between the hours of 9am – 4pm.
* Follow, complete and champion the CARE process at the start and end of each project, visiting all customer properties.
* To complete up to 3 knocks on each property for Pre and Post Care where no access on the first or second attempt.
* Complete Additional Door knocks/calls to increase CSat returns.
* Ensure each customer knows all relevant information relating to the project in hand.
* Comply with the requirements of the CARE app and ensure it is properly and honestly completed.
* Identify customers who will require further assistance while work is ongoing and ensure there are structured handovers to the operational teams on site.
* Build relationships with LDP teams.
* Complete Priority Services Register requirements.
* Take on multiple tasks and ensure they are properly prioritised and balanced.
* Ensure customers understand their rights with respect to the General Data Protection Regulations.
Essential QUALIFICATIONS
* Experience in a customer face to face service role.
* Conscientious with the tenacity and resolve to see things through.
* Organised and punctual.
* Articulate and good at explaining things.
* Thorough, with good record keeping.
* IT literate, including Microsoft Office – Intermediate Word, Excel, Outlook and internet/intranet capabilities.
* Strong oral and written communication skills.
* Full, valid UK driving licence.
Desirable
* Knowledge / experience of working in the utilities industry is desirable.
About Us
Costain helps to improve people’s lives with integrated, leading-edge, smart infrastructure solutions across the UK’s energy, water, transportation and defence markets. We help our clients improve their business performance by increasing capacity, improving customer service, safeguarding security, enhancing resilience, decarbonising and delivering increased efficiency. Our vision is to be the UK’s leading smart infrastructure solutions company. We will achieve this by focusing on blue chip clients whose major spending plans are underpinned by strategic national needs, regulatory commitments, legislation or essential performance requirements. We offer our clients leading edge solutions that are digitally optimised through the following five services which cover the whole lifecycle of their assets: future-shaping strategic consultancy; consultancy and advisory; digital technology solutions; asset optimisation and complex programme delivery. Our culture and values underpin everything we do.
About The Team
Cadent is the UK’s largest Gas Distribution Company, operating 4 of the 8 UK Gas Distribution Networks (East of England, London, North West and West Midlands). Their service spans over 131,000 kilometres of pipes supplying to 11 million homes & businesses.
Costain is the preferred bidder for the East of England Construction Management organisation (CMO). Central to Costain’s role will be the strategic planning and programme management of Cadent’s capital investment programme, with a focus on delivering improved regulatory performance and future proofing the network for the benefit of Cadent’s customers. #J-18808-Ljbffr