Customer Experience Analyst
Customer Experience Analyst
Location: Remote/ Chandlers Ford
Salary: £25,272
Hours: 40 hours per week
Established in 2003, Utilita is the UK's first – and still only - energy company created to help customers use less energy, by giving them better control via digital technology. We are a pioneer in smart technology that empowers households to use and waste less energy, which is good for our customers' pockets and the planet.
We are looking for a Customer Experience Analyst to join our Marketing team, to help understand our customers’ needs and behaviours.
What does this role involve?
You will engage with our customers across multiple communication channels to obtain feedback, to enhance our services.
With your first-class investigatory skills, you will strive to take ownership of and resolve customer issues.
Day to day, you will:
* Carry out customer surveys;
* Provide feedback to departments to help with business improvements;
* Respond to customer queries on both the company Trustpilot account and the Utilita Community platform;
* Support as an overflow resource to the Contact Centre for telephony, email, and social media enquiries.
Who are we looking for?
You will have a curious approach to identifying solutions both beneficial to the customer and company.
Your attention to detail and effective communication skills will enable you to review, interpret and present data in a user-friendly manner.
Previous experience in a Contact Centre is preferred but not essential.
What we can offer you?
* Bonus Scheme: We offer a structured bonus scheme which is made up of personal and business elements.
* Career progression: We want our staff to build up and grow their careers with us.
* Time off: We give our staff access to 25 days annual leave plus bank holidays.
* Wellbeing: Your wellbeing is very important to us.
* Health care scheme: This includes dental, eye care, and treatments such as MRI scans.
* Employee Assistance Programme: Access to a dedicated GP line and counselling support.
* Pension: We contribute 4% of your salary when you contribute 5%.
About us:
Utilita is committed to its operations to be net zero by 2030. Our core values are powerful yet simple: Fairness, Smart, and Sustainability.
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