Consumer Experience Officer – Nigel Wright – Hartlepool

The RoleWe are delighted to be supporting a fantastic business in Redcar with their search for 6 Customer Experience Officers. Based on the main High Street in Redcar, you will be joining a fantastic team of consumer advisors, working from Tuesday to Saturdays on a full time basis. You will be integral point of contact to the project team and the community including residents, businesses and landlords. You will engage with customers face to face building trust and understanding about the project. Working pro-actively this role will involve liaising with their delivery partners, community partners and other teams across the business providing a great experience for customers.The successful candidates will be fully trained before any interaction with the general public and there will on-going support throughout. The roles are initially temporary with a plan to become permanent. Duties:

• Be the main point of contact and communication route for customers at our drop-in centre. They should be the point of contact and information hub for the Contact Centre, Local businesses, Local Councils and consumers on the status of the project
• Communicate with customers informing them of the pilot (e.g., its timelines, how customers may be affected), and assessing any special requirements for individuals – i.e. vulnerable customers, access issues, holidays booked
• Ensure achievement of all customers related Service Level Agreements
• Act on customer feedback and provide information to the project team
• Support delivery of public customer events
• Support any business initiatives put in place to improve customer service
• A degree of flexibility will be required on occasion to ensure customer contact can be maintained- Occasional Saturday working – on a rota between the team

The PersonSkills and Attributes

• A flexible team player and people person with excellent interpersonal and communication skills with the ability to tailor your approach to any level
• Experience of building and effectively managing relationships with customers and stakeholders at all levels
• Flexibility needed to conduct visits – a driving licence is essential for this role
• Good organisational skills to support and facilitate delivery of public events
• A self-starter with the ability to work independently or as a team
• A great listener with the ability to be patient and empathetic
• Exposure in dealing with difficult customers and complaints
• Ability to translate complex project information to customers and how this affects them
• IT – Sound understanding of Microsoft Office (Word, Excel, Powerpoint)

Next stepsPlease contact for further details.

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