Customer Experience Officer

We're looking for a Customer Experience Officer to join our Transportation team based in Wellingborough. Within this role, you can enjoy competitive annual holiday entitlement with opportunities to buy/sell leave, a fantastic, matched pension scheme, a share in the success you help to create by investing in Kier through our Sharesave and Share Incentive Plans and even more, Hours: 37.5 hours per week - some flexibility on hours available if desired, just let us know when you speak to us What will you be responsible for? As a Customer Experience Officer, you'll be working within the Customer Excellence team, supporting them in delivering best in class customer service to all customers in the North Northamptonshire communities, playing a pivotal role in communicating, both internally and externally, being the bridge between Kier Transportation and its clients and customers to ensure a positive experience. You will engage with residents, visitors and all road users to ensure they are kept informed of our works via different communication channels in an accurate and professional manner. Your day to day will include:

• Analysing and providing reports in relation to customer service enquiries and complaints to share with teams learning lessons and making improvements
• Ensuring all enquires are responded to accurately and in a timely manner
• Supporting social media customer interaction, being a key member of the team at events and consultations, liaising with social value partners and assisting teams with arranging social value activities e.g. volunteering days
• Aiding and effectively delivering the customer & communications strategies & plans, being a leading advocate in maximising customer satisfaction and minimising customer complaints
• Working collaboratively with the operational teams, regular engagement with client and stakeholders, monitoring performance in turn achieving KPI's
  
  You have the ability to work flexibly, proactively and collaboratively with internal and external stakeholders, being self-motivated, with creative problem solving skills
• Are customer focused and empathetic, great at communicating with a range of people and demonstrate sound conflict management skills
• Can use Microsoft Office at an intermediate level, Word, Excel and Outlook, hold a full driving licence as you will need to visit other sites and offices
  
  Can you envision a world without transportation links by land, sea, or air? Neither can we! Your journey is our journey. Join us at Kier Transportation, where we are working brilliantly together to make a difference, supporting the movement of people, goods, and equipment., Making Kier a diverse and inclusive place to work is a huge priority for us. We're proud of the steps we've taken so far, but we know we must always do more. Our employees are key in shaping Kier's diversity and inclusion initiatives and our people have made a huge impact on how we work, by using their experiences to shape our policies. You can see our D&I action plan here.