Customer Excellence Partner

Customer Excellence Partner – Lanes Group

We are thrilled to announce a major contract win with Yorkshire Water, supporting them in proactively and reactively maintaining their Wastewater Network for the next five years and beyond! We are currently recruiting for Customer Experience Partner to join our leadership team within the Yorkshire Water Wastewater Service Agreement (WwSA) Framework. This is a fantastic opportunity to start a rewarding career with Lanes Group, working closely with one of our most exciting clients and contributing to their AMP8 objectives.

• Hours of Work Monday to Friday 40 hours 8 – 5
• Location:
  
  Bradford, Leeds
• Company Van provided for work use & to and from locations
• 24 days holiday + Bank holidays

To be a field-based customer liaison partner, the key purpose of this role is to deliver exceptional standards of customer service, working closely with our Operational and Customer Teams. Effectively managing all Customer interactions, enquiries and complaints. This role requires a dedicated and empathetic Customer focused approach to ensure ‘CARE’ is at the heart of everything we do. You will assist the Operational by coaching and demonstrating exceptional service delivery, striving to achieve outstanding Customer Satisfaction scores and overall Customer Excellence.

We are looking for someone who can manage their own workload, has strong attention to detail, ensures deadlines and outcomes are delivered to a high standard using their knowledge and skills to coach others providing reliable and practical advice. The role also includes the need to ensure the governance and control of processes and procedures to provide the necessary level of assurance to the organisation.

• Conducting all Customer liaison/care field-based activity.
• Being the Customer lead on site and ensuring our Operational Teams demonstrate our CARE and Customer Excellence approach.
• Analyse Customer detail and data to understand and recommend key trends for best practice and areas for improvement.
• To build effective and robust relationships with all stakeholders in order to promote improved outcomes for the business. To maintain professional knowledge and expertise in the area of governance and assurance across the Customer Excellence team.
• To provide timely reports as set out within the governance framework.
• To be adaptable, flexible and approachable and be able to challenge views and work practices in a credible and professional manner.
• Undertake independent governance and assurance checks, identifying any gaps and relevant action plans to address these.
• Coaching teams on site to ensure continued commitment to putting customer front and centre.
• Conducting Customer site visits, explaining the process and managing expectations throughout the customer journey.
• The key point of contact and for all Customers liaising with our Operations Teams to ensure all issues are efficiently resolved to the Customers satisfaction.
• Effective resolution of escalated enquiries and complaints. Delivery of training sessions and Operational ‘Tool-box’ talk sessions, to consistently drive the key themes and present our performance.
• Customer satisfaction reviews and recommendations, working with our Customer Team to drive exceptional Customer delivery.
• Manage compliance within a regulatory framework.
• Manage and prioritise customer related work activities in connection to revisions and changes, ensuring these are communicated in a timely and coordinated manner.
• Occasional out of hours support as and when required.

• You will have a Full UK driving license with no more than 4 points
• Previous experience in working closely with Customers (preferably within a field-based role).
• Able to demonstrate working to and achieving performance targets and exceptional Customer satisfaction.
• Able to demonstrate a flexible approach that adapts to changing business and Customer needs
• Ability to compile, interpret and challenge analytical data/reports.
• Ability to identify and focus on customers and stakeholders needs
• Able to plan own activities well in advance whilst being able to adapt to urgent project changes.
• St…