Job Description
Job Purpose:
Provides support and Guidance to all customers/residents of CCS specifically for whole house retrofit programmes. Resident and user training, 360 reviews, train and educate site and contact centre staff on enhanced profiling and customer engagement. Visit sites for pre works meetings/briefings, mid works reviews and post work auditing.
Duties:
Maintains positive customer engagement by assessing/improving and implementing contact protocols and profiling processes.
To deliver a high-quality service to the client and their customers,having respect for all individuals and meeting the challenges presented.
Creates and revises systems and procedures by analysing operating practices, implementing changes to engagement/approach, working with management teams to enhance customer experience.
Develops administrative staff by providing information, educational opportunities, and experiential growth opportunities, including development of trade staff by lessons learned and customer focused approach.
Resolves objections, complaints, customer site based queries and manages resident perception and buy in.
Visit customer in their homes to reassure and provide support.
Lead on CSR activities and social value programs.
Liaise with client RLO and housi...