Customer Support

Job Description

Customer SupportBase Location : Hollinwood, Greater ManchesterSalary: £21,287 - £25,043 Depending on Skills & ExperienceSetting the standards all of our customers will love and others will aspire toAt Cadent were excited to be part of the future of UK energy! Weve got a clear roadmap that will both drive our performance to the forefront of our industry and support the UK government in achieving their net zero target by 2050.Were making a difference through innovation and new ways of working. Together were shaping a cleaner, greener future for our 11 million customers who we put at the heart of everything we do.About the RoleThe Customer Support role is responsible for providing visible front line engagement with employees, customers and key stakeholders in delivering the Cadent vision and culture and our priorities of safety, compliance, customer, performance and efficient workloaddelivery.Day to day duties:

• Provide comprehensive administrative support to the Manager and Team
• Ensure support is provided to meet teams objectives and requirements
• Support the development, collation, and production of Key Performance Indicators
• Work within and promote the philosophy of safe team working
• Broad knowledge of Cadents Core Policies and Procedures that impact the way we operate
• Facilitate and efficiently co-ordinate and administer projects the team is working on
• Actively demonstrate and promote the Cadent Values, and positively contribute to a customer-oriented approach
• Contribute to a culture of continuous improvement and service excellence by adhering to agreed standard operating procedures and making suggestions for improvements
• Be inquisitive with an interest in developing existing skill set and learning new skills
• Liaise with both internal and external stakeholders
• Demonstrate an inclusive work ethic.

Accountabilities

• The Customer Experience team are the gatekeepers to our customers happiness
• We are at the forefront of driving an ambitious agenda and ensuring we continue to develop a strong culture and focus on our customers through all of our customer interfaces
• Central to the team is delivering on our Customer Plan and Customer KPIs that enables the business to continually drive and deliver high levels of satisfaction
• The Customer Experience team will build strong relationships with all parts of our end-to-end customer touchpoints including ERR, Planned Work, Connections & our Construction Management Organisation to ensure that all areas of the business are delightingour customers.
• To provide visible front-line engagement with employees, customers, and key stakeholders in delivering the Cadent vision, culture and our priorities of safety, compliance, customer, performance and efficient workload delivery
• Responsible for our customers happiness across all processes, including ER&R, Mains Replacement & Connections
• Build strong relationships with all parts of our end-to-end customer touchpoints including ERR, Planned Work, Connections & our Construction Management Organisation to ensure that all areas of the business are delighting our customers
• Be responsible for the provision of guidance, advice, and support to operational staff for enquiries and complaints
• Act as the public face of Cadent when responding to complaints and enquiries where required
• Act as the key interface for the network regarding complaints and enquiry
• Be responsible for the provision of customer performance and Customer MI to support the culture of continuous improvement
• Be responsible for the proactive resolution of Fast Customer Feedback comments/scores
• Be responsible for the provision of front-line customer engagement during incident management such as water ingress, evacuations, and loss of supply
• Participate proactively in team talks within the network to promote customer service excellence
• Promote and support the NW Rewards & Recognition scheme
• Analyse and investigate root causes and make recommendations for improvement as appropriate.

About YouYou will possess the following knowledge, skills and qualifications:QualificationsCustomer Service NVQ or equivalent qualification desired.Practical Experience

• 3-5 years Strong verbal and written communication skills
• Strong interpersonal skills
• Knowledge of policies and procedures and their application in the field
• Understanding of the Regulated Guaranteed Standards of Service
• Media relation skill
• Good communication Skills, verbal and written
• Coaching, influencing skills
• Customer Focus
• Regulatory awareness

Whats In It For YouHere at Cadent, we are committed to supporting our employees to get the best out of themselves. For this role in particular we can offer:

• Funding and support towards completing qualifications
• Ample opportunity for progression within the business
• Mentoring and guidance opportunities

As a company, we are working flexibly, if this is something that you are interested in then please dont hesitate to contact us to discuss.BenefitsWe offer a host of benefits to suit your lifestyle and support your well-being. These include:

• 25 days holiday, statutory days, option to buy more
• Competitive salary with fantastic career prospects
• Pension Scheme - double match up to 12%
• Opportunity to earn an annual bonus
• Flex Benefits including; cycle to work scheme, salary sacrifice car scheme, insurance and healthcare packages
• My Offers membership card - offering discounts and savings from hundreds of retailers
• Support with financial wellbeing
• Access to our Occupational Health Services

We want our employees to achieve a healthy work-life balance and are happy to discuss flexible working options with you if the role can accommodate it.

Keyskills :
Administrative SupportCustomer Experience