Customer Experience Lead

Entity:

We are a global energy business involved in every aspect of the energy system. We are working towards delivering light, heat, and mobility to millions of people every day. We are one of the very few companies equipped to solve some of the big complex challenges that matter for the future. We have a real contribution to make to the worlds ambition of a low-carbon future. Join us and be part of what we can accomplish together. You can participate in our new ambition to become a net zero company by 2050 or sooner and help the world get to net zero.

Would you like to discover how our diverse, hardworking people are leading the way in making energy cleaner and better - and how you can play your part in our world-class team

Join our Finance Team and advance your career as a/an

Job Purpose

The role will have responsibilities of being responsible for the assurance of service quality
Across the customer service team. These include day to day quality management
activities, bringing in standardisation of operations in the processes, handling
performance of new joiner team members, recruitment of new staff, working on continuous
Improvement initiatives and crafting new customer experience benchmarks.
This role will also have some operational responsibilities for consistency.

Key Accountabilities:

Set and establish industry level benchmarks for communication in global English in
both written and spoken methods
Assess new joiners and existing members on their ability and coach/train members
with areas of opportunities
looking after and Evaluating Customer Interactions
Review customer interactions across various channels (e.g., phone, email, chat,
social media, online forms) to ensure company policies, quality
Standards, and compliance requirements.
Analyse the tone, accuracy, and integrity of responses.
Developing Quality Assurance Standards
Collaborate with teams to define benchmarks for customer service quality.
Establish clear metrics and Key Performance Indicators (KPIs) for evaluating
Customer interactions.

Share detailed feedback with customer service agents to highlight strengths and
Improvement areas.
Provide actionable recommendations to enhance service delivery and align with
Customer expectations.
Conducting Training and Coaching
Work towards becoming the knowledge anchor within the unit.

Assist in creating and delivering training sessions based on quality monitoring
insights.
Mentor agents to improve their social skills and problem-solving abilities.
Analysing Trends and Reporting
Identify patterns in customer complaints, happiness, and service gaps.
Prepare reports on quality performance, team efficiency, and customer feedback trends for collaborators.
Ensuring Compliance
Verify that all customer interactions meet legal and regulatory standards.
Ensure adherence to data protection and confidentiality requirements.
Offer insights to help resolve brought up customer complaints effectively and
Improve conflict-handling techniques.
Customer Experience Improvement
Collaborate with product, support, and operations teams to implement changes based on customer feedback and quality insights.
Propose strategies to improve overall customer happiness and dedication.
Using Quality Assurance Tools
Use tools and software for monitoring interactions, assembling data, and
Generating insights.
Stay updated on advancements in CX technology to improve quality assessment
methods.
Driving Continuous Improvement
Participate in developing customer experience initiatives and standard methodologies.
Benchmark quality standards against industry leaders and competitors.

Qualifications, Proficiencies

Travel Requirement

Relocation Assistance:

Remote Type:

Skills: