Job descriptionCustomer Liaison Officer Contract Type: Permanent Location: Aylestone Road, Leicester Salary: £31,287 - £36,808 per annum, dependant on experience About The Role We have an exciting, new opportunity for a Customer Liaison Officer to join our Customer Experience team supporting our East of England network. As a Customer Liaison Officer you will provide visible front line engagement with employees, customers and key stakeholders in delivering the Cadent vision and culture and our priorities of safety, compliance, customer, performance and efficient workload delivery. Key Accountabilities Be responsible for the provision of guidance, advice and support to operational staff for enquiries and complaints. Act as the public face of Cadent when responding to complaints and enquiries where required. Being the key interface for Operations with the Customer Operations complaints and enquiry team. Responsible for the provision of customer performance and GSOS MI to support the culture of continuous improvement. Be responsible for the provision of front line customer engagement during incident management. such as water ingress, evacuations and loss of supply. Participate proactively in team talks within EOE Operations to promote customer service excellence. Promote and support the Rewards & Recognition scheme Analyse and investigate root causes and make recommendations for improvement as appropriate About You Verbal and written communication skills Confident interpersonal skills Knowledge of policies and procedures and their application in the field Understanding of the Regulated Guaranteed Standards of Service. Media relation skills What’s In It For You We are committed to supporting our employees to get the best out of themselves. For this role in particular we can offer: Funding and support towards completing relevant qualifications Ample opportunity for progression within the business Mentoring and guidance opportunities We are also working flexibly, if this is something that you are interested in then please don’t hesitate to contact us to discuss. Benefits We offer a host of benefits to suit your lifestyle and support your well-being. These include: Annual bonus Pension Scheme double matched up to a total of 12% of salary (i.e., employee contributions of up to 6%, double matched by a Cadent contribution of up to 12%) 25 days holiday, plus statutory days, and an option to buy more Fantastic career development prospects with funded learning options, including support with exams, and internal and external learning and development Strong focus on supporting you as an individual including: o hybrid working o flexible working o strong commitments to ED&I o generous family provision policies Flexible benefits including cycle to work scheme, salary sacrifice car scheme, insurance, and healthcare packages, plus much more My Offers membership card – offering discounts and savings from hundreds of retailers 2 paid volunteering days per year Free gym access at the Ansty office, as well as a ‘Gympass’ scheme providing free or heavily subsidised local gym memberships We want our employees to achieve a healthy work-life balance and are happy to discuss flexible working options with you if the role can accommodate it. Let us know about your flexibility requirements, whether that be reduced hours, remote working, flexible start/finish times, or compressed hours, and we will be more than happy to explore what’s possible for the role. About Us At Cadent we’re excited to be part of the future of UK energy! We’ve got a clear roadmap that will drive our performance to the forefront of our industry and support the UK government in achieving its net zero targets by 2050. We’re making a difference through innovation and new ways of working. Together we’re shaping a cleaner, greener future for our 11 million customers whom we put at the heart of everything we do. Diversity and Inclusion Don’t meet every single requirement listed? Understanding, learning, and celebrating what makes us different, as well as what we have in common, is good for us as individuals and enables us to work better together as one team. Cadent is committed to being an equitable and diverse employer that fosters an inclusive culture for all our employees, therefore, all our employment decisions are assessed based on qualifications, merit, and business need. So, if you’re excited about this opportunity but your experience doesn’t align perfectly with every qualification mentioned, we would still love for you to submit your application – You may just be the right person for this role or other opportunities at Cadent. As a recognised Disability Confident Employer, we are proud to champion inclusion in the workplace and ensure to provide an environment that is accessible to all and supports individuals throughout their journey with Cadent. Please let us know if you require any reasonable adjustments during the application process. We place great importance on equity, diversity and inclusion, and we welcome applicants from all backgrounds. Our employee communities Women in Cadent, Pride at Work (LGBTQ+), Embrace (ethnicity and religion), Thrive! (disability) and the Cadent Military Community can’t wait to welcome you! Circle Back Initiative As an active and proud member of The Circle Back Initiative, we aim to ensure that all candidates receive a response to their application, regardless of the outcome. We will be receiving applications until the specified date above, though Cadent retains the right to close this vacancy early without prior notification, so it is advisable to complete your application at your earliest convenience. Be part of something big. Help shape the future of gas for generations to come.
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