Carmichael are seeking a Customer Service professional ideally form a utilities background to join a busy and thriving Customer Care Department.
To act as an ambassador for the client 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.
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
be a leading advocate in the effort to maximise customer satisfaction and minimise customer complaints.
Job responsibilities
Comply with the requirements of the CAREs Control Hub forms and ensure it is properly and honestly completed.
Coach operatives on the CAREs process and Control Hub forms
Ensure each customer knows all relevant information relating to the project in hand.
Complete Priority Services Register PSR requirements.
Identify customers who will require further assistance while work is ongoing and ensure there are structured handovers to the operational teams on site.
Attend regular planning meetings, working with the local area to effectively plan for door knocking.
Ensure customers understand their rights with respect to the General Data Protection Regulations.
Person specification
The Customer Care Representatives needs a good understanding of core customer values and behaviours, ensuring they not only exemplify them but encourage others in the business to do so as well.
Ensure that all customer actions are aligned with the customer strategy and action plans.
Engage, include, understand and respond to customers in a timely manner.
General requirements
Experience in a customer 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.
Knowledge / experience of working in the utilities industry is desirable.
Full, valid UK driving licence.