Customer Experience Team Leader
Morrison Water Services
Preston, North West
2d ago

About The Role

Morrison Water Services are currently looking to recruit a Customer Experience Team Leader to work on our United Utilities contract based in Preston

As the Customer Experience Team Leader, you will be part of the Northern Customer Service team who are responsible for embedding a customer centric culture to deliver exceptional standards by always putting customers at the heart of everything we do.

As the Customer Experience Team Leader your responsibilities will include :

  • Drive a customer centric culture with the use of tools from our awarding winning ECC Customer Service strategy.
  • Positively communicate customer processes with all employees
  • Administer and complete RCA for praise, complaints and unwanted contacts categorizing the reasons for the contact to enable corrective action
  • Provide evidence to support improvement in the customer journey for both MWS and the client when needed
  • Sharing best practice through the eyes of the customer with regular liaison meetings with the Client and Colleagues.
  • Managing and reviewing all Customer KPI and CMEX Performance measures to continue our focus to improve
  • Promote and share the WOW! employee recognition awards to positively encourage internal recognition for the contract
  • Skills Knowledge Requirements

  • Proven Customer Service background and understanding of the CMEX Measures
  • Excellent communication skills both written and verbal
  • The drive to deliver excellent customer service
  • Good analytical, facilitation and problem-solving skills
  • Additional Information

  • Hours to be flexible when needed
  • Travel may be required
  • What’s in it for you?

  • 25 days annual leave plus 8 days bank holiday
  • Annual bonus
  • Pension scheme
  • Life Assurance
  • Notes / Brief for Recruitment Team : About The Company

    M Group Services delivers a range of essential infrastructure services within the water, energy, transport and telecommunications sectors in the UK & Ireland.

    We have built and maintained relationships with our clients over a number of years and have a strong culture that continuously focuses on safety, operational delivery, efficiency and customer service.

    We are committed to profitable growth both organically and through acquisitions. M Group Services, a trusted employer to over 10,000 skilled specialists working from 240 locations, operates a divisional structure aligned with its end markets.

    At M Group Services we recognise and value the benefits from our workforce diversity. We work hard to build and maintain inclusive environments and develop a culture where our people feel included and valued.

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