Customer Lead Coordinator job in Slough at Lanes Group PLC

Customer Lead Coordinator

Company: Lanes Group PLC

Location: Slough UK

Date Posted:May 04, 2018

Role overviewYou will drive and support the maximisation of customer satisfaction. Resolving business experiences from all our customerinteractions, both positive and negative. You will support proactive engagement with customer escalations, providing direction andensure that plans are acted upon to resolve and provide solutions to our customers.You will implement continual improvement plans based on customer experiences for field and office. Ensuring all customer servicemanagement within the WNS Contract are properly managed and controlled and the customer service management strategy, is inaccordance with the requirements of the business.Drive and coordinate responses to all customer escalationsLiaise with all stakeholders (office/field teams, supply chain & client) to coordinate and develop solutions to escalated processand promise failures.Manage and coordinate business response to Client Director customer complaints keeping client teams informed of operationalsolution and timeline.Manage and coordinate business response to Consumer Council for Water (CCW) customer complaints keeping client teams informed ofoperational solution and timeline.Investigate using systems and team engagement to determine root cause and potential recommendations for process improvements.Preparation of Customer satisfaction/investigation forms for client and regulatory reporting.Support internal/external customer experience managment meetings as and when required.Respond to written formal correspondence from customers and construct formal diligent responses for submission to customers.Liaison with insurance to manage and coordinate business response to refute / mitigate customer claims.Engage and liaise with Loss Adjusters within defined process to mitigate business costs.Liaise with Senior Management for escalation of customer risk issues and required support on high level customer issues.Actively support the construction of Tool Box Talks (TBT) for field and office on learning from customer feedback.Champion subcontractor/supplier Customer Service obligations and commitments to ensure fully implemented in accordance with therelevant contractual arrangements.Actively encourage and develop a culture of customer service excellence and ensure that all staff and operatives embrace andimplement the customer service aspirations of the contract.Ensure maintenance of a comprehensive Customer Service performing reporting (weekly and monthly) basis regime which fully alignswith the contract and clients expectations.Preparation of CSAT diagnosis reports together with any other reports which may be required from time to time. View full job description
JobCentre Plus 10 months ago
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