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Director of Care Coordination
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Customer Care Coordinator - Preston, United States - Electricity North West
5 days ago
Description
** Customer Care Coordinator Preston**
**Job reference:**
**Location:** Preston
**Closing date:** 13/07/2021
**Salary:** 26, ,258.76
**Employment type:** Permanent
**Department:** Customer
**Hours per week:** 37
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At Electricity North West, we thrive on being part of a customer focused team that likes to put their people first. We are committed to building our teams to represent the local communities we serve and promoting the importance of inclusivity at work. Our aim is to always encourage, supportand develop our people to ensure everyone reaches their full potential.
We are currently looking for a driven and customer focused individual to join the Domestic Connections team in Preston,
**THE ROLE**
This role will deliver a first class seamless customer experience and be the point of contact for the customer, providing expert advice and guidance throughout the journey.
The successful candidate will own the customer relationship and their expectations from the first point of contact through to job closure, maintaining a positive and empathetic attitude at all times and at times managing complex, and challenging situations and complaints whilst demonstrating a high level of professionalism.
As Customer Care Coordinator you will promote a seamless customer journey to maximise CSAT performance, building and maintaining excellent working relationships with all Customer stakeholders, working collaboratively in order to deliver a 10 out of 10 customer experience and will challenge the status quo for continuous improvements within the customer journey to continually look to increase CSAT.
You will support the design team where re-designs are required due to changing customer requirements, maintaining an understanding of the design principles in accordance with current Electricity North West licence conditions, policy and standards .
You will also, when necessary provide face to face support on site for both customers and contractors, ensuring the site is ready and managing the customer relationship.
**For more information a full role profile is available from **
**WHAT WE ARE LOOKING FOR**
Proven experience delivering excellent customer service within an office environment (essential);
A minimum of NVQ level 2 (or equivalent) in Customer Service or another relevant discipline (essential);
Experience working within a regulated environment, a sound understanding of the associated requirements and ability to apply knowledge effectively to processes (desirable);
Working knowledge of GSOP & EGS8 regulatory requirements (desirable);
Proficient in the use of SAP, SAP Portal & MS Office specifically Outlook and Excel;
Have exceptional communications skills;
Experience in challenging for continuous improvement;
Strong influencing skills;
Resilience with the ability to work under pressure;
A keen eye for detail and the ability to work accurately and maintain data integrity;
Excellent time management skills;
Commercial awareness;
Flexibility, adaptability and organisation;
Effective relationship building.
**WHAT WE ARE OFFERING**
An exciting and challenging role within an innovative and dynamic organisation. A competitive salary (depending on experience) and attractive benefits package including bonus scheme, private healthcare and contributory pension scheme, plus many areas for professional support and development.
If successful in your application, we will require additional information in order to complete a number of pre-employment checks before the offer can become unconditional. Any unconditional offer of employment with Electricity North West is subject to satisfactory checks.
