Customer Excellence Manager - Wellingborough, United Kingdom - Kier Group

Description

We're looking for a Customer Excellence Manager 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

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.

Location: Wellingborough, Northamptonshire

Contract: Full time, Permanent

What will you be responsible for?

As a Customer Excellence Manager you'll be working within the Customer and Communication team, supporting them in focussing on improving our customer experience, taking a customer-centric approach, and delivering on our customer excellence strategy to all we serve within the Transportation communities. You will champion our customers; leading, influencing, and implementing positive experiences across a range of channels, processes, and touchpoints to ensure our customers and members are central to our decision-making and are clear in demonstrating the value and impact Kier offers.

Your day to day will include:

• Providing first-class stakeholder engagement across North Northamptonshire Council, conducting engagement activities to communicate Transportation intentions, working cross-functionally across a variety of business, operational, and technology teams designing and shaping customer experience across all touchpoints of the customer journey
• Collaboratively leading the customer strategy across multiple channels, managing the end-to-end customer experience, demonstrating customer experience improvement by identifying trends in customer performance data and metrics, to aid decision-making and translating customer feedback into service requirements, continuous improvement, and cultural change.
• Working collaboratively with sister contracts including West Northamptonshire Council & Nordis Signs, sharing ideas, best practice and resource ensuring we remain consistent and resilient, initiating and conducting regular client and member engagement meetings and events
• Managing a best-in-class customer service function, ensuring all customer KPI's, SLAs and commitments are achieved and continuously quality assessed, taking ownership of team succession and having development plans in place to mitigate areas of future risk and service disruption
• Supporting the delivery of the Transportation social value performance excellence plan driving initiatives to encourage community engagement across North Northamptonshire

What are we looking for?

This role of Customer Excellence Manager is great for you if:

• You can show experience in communicating with senior members of the public with an ability to empathise with all customer groups embodying exceptional people skills
• Bring a result focussed attitude with a drive to make things happen and able to influence change, with skills in managing teams, being process driven and able to identify gaps in a process
• Drive and hold a full driving license

We're all about finding potential here at Kier, and transferrable skills are always welcome So, even if you don't tick every box, please apply and we can have a chat.

Rewards and benefits
We're proud to be able to offer our brilliant people a wide variety of benefits that you can tailor to your needs. You can see more information of benefits here.

Diversity and inclusion
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.

We look forward to seeing your application to join the #constructionrevolution #joinkier

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