Customer Experience Coordinator

Job description

ENGIE is a leading energy and services company focused on three key activities: production and supply of energy, services and regeneration. Our 17,000 employees combine these capabilities for the benefit of individuals, businesses and communities throughout the UK & Ireland.

We enable customers to embrace a lower carbon, more efficient and increasingly digital world. Our customers benefit from our energy efficient and smart building solutions, the provision of effective and innovative services, the transformation of neighbourhoods through regeneration projects, and the supply of reliable, flexible and renewable energy.

ENGIE improves lives through better living and working environments. We help to balance performance with responsibility, enabling progress in a harmonious way.

Globally, the ENGIE Group employs 160,000 people worldwide and achieved revenues of €60.6 billion in 2018.

ENGIE are recruiting for a Customer Experience Coordinator to be based in either Salford, Blackburn, Leeds or Coleshill with some travel to other UK sites. This is a permanent full-time role working 37.5 hours per week. On offer is a competitive salary and benefits package.

Main Responsibilities/Duties Include:

· 
Support the wider Customer Experience team in the delivery of our Strategic Customer Experience Programme.

· 
Work closely with the Customer Experience Manager and Customer Helpdesk Transformation Manager, to collectively provide the insight, guidance and direction to drive improvements in the customer experience.

· 
Challenging current processes and being a catalyst for sustainable change.

· 
Data analysis, leading to impactful written reports and collaborative workshops.

· 
Engagement across the wider ENGIE business in the UK, along with new and existing clients and networking to build and maintain industry-leading ideas and initiatives.

· 
Engage directly with front-line staff and account management teams, as well as with end-users on the client side, to measure and understand the Customer journey, the experience and opportunities for improvement and growth.

For more information about ENGIE please visit: http://www.engie.com/en/candidates-area/

Required Qualifications, Skills or Experience:

·  Practical and successful experience in a Customer Service or Customer Experience environment.
·  A good understanding of Net Promoter Score, and other customer measurement tools.
·  Proven record of producing impactful written and verbal content, such as reports and presentations.
·  Willing to travel to different sites.
·  Creating and supporting the delivery of coaching and training workshops – internal and/or external is desirable.
·  Background in or working knowledge of the Facilities Management sector is advantageous but not essential.
·  Experience working with Voice of Customer software platforms such as Qualtrics is desirable.

For more information about ENGIE, please visit:

http://www.engie.com/en/candidates-area/

For this role, you must have evidence of the right to work in the UK. There is no re-location package with this job role. ENGIE do not discriminate on the grounds of age, gender, race, colour, religion, disability or sexual orientation, and we welcome applications from all sections of the community.

The ENGIE Resourcing Team supports this job advert. Agency involvement is not required. All related enquiries must come to the resourcing team not direct to ENGIE Managers.

Additional Information
·  Posting Date: Feb 4, 2020