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 delivery 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 a changes in focus to accommodate Operational needs and the ability to work in a fast paced environment and have a strong mind set to handle LI-JK1 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 upto 3 knocks on each property for Pre and Post Care where no access on 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 – giving Complete Priority Services Register requirements. Take on multiple task and ensure they are properly prioritised and balanced. Ensure customers understand their rights with respect to the General Data Protection Regulations Qualifications Essential ▪ 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.