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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