Customer Journey Support Specialist
South East Water
Are you a natural communicator who loves helping others grow? Do you want to be the driving force behind a smoother, better experience for our customers?
We're looking for a Customer Journey Support Specialist to join our team in Snodland and help us make a real splash during our Smart Meter rollout.
Whether you're looking for a role where your expertise truly carries weight, or a technical specialist who enjoys unpicking complex processes, this role is for you.
You'll be our in-house training expert, bridging the gap between customer feedback and operational excellence. It's about more than just teaching; it's about having the autonomy to identify what's not working and the influence to fix it.
You'll spend your time shaping how our teams interact with customers, ensuring every meter installation is a positive experience and helping us maintain a top-tier C-MeX position.
Main responsibilities:
- Develop and deliver comprehensive training programs for customer-facing teams, focusing on the operational process for meter exchanges, new processes, and best practices for customer interaction, ensuring high-quality, consistent service delivery in the field and over the telephone.
- Support the review and detailed process mapping of customer journeys, proactively identifying inefficiencies and pain points. Design and implement agreed core principle and process changes to improve operational efficiency and reduce customer effort.
- Understand lessons learnt and continuously review and improve the customer journey.
- Systems integration both internally and externally to ensure the customer journeys are providing clear and valuable data outputs and a seamless performance for the future whilst ensuring existing performance levels are maintained.
- Actively solicit, capture, and analyse customer feedback via face-to-face, telephone, and written channels. Translate these diverse insights into a prioritised roadmap of actionable initiatives aimed at improving the customer experience and reducing complaint.
- Organise and deliver 'pop-up' customer support and advisory sessions at various locations.
- Provide on-site face-to-face customer support, including interacting with customers as installation partners fulfil meter exchanges/installations, capturing real-time feedback and resolving issues.
- Partner closely with internal teams (e.g., operations, leakage, water efficiency) to ensure process changes and user experience align with the overall customer journey. Ensure robust testing supports process changes through the testing team.
- Influence and work with stakeholders to secure buy-in and successful delivery of customer-centric changes.
- Define, track, and report on key customer experience and support metrics (e.g., first-contact resolution rate, complaint volume) demonstrating the impact of training and process improvements.
Skills / Qualifications / Experience
- Educated to A level standard or equivalent with greater relevant experience.
- A qualification in Training/Coaching, Business Analysis, or a related field is desirable.
- Proven experience in delivering effective training and coaching to customer-facing teams.
- Excellent analytical skills with the ability to gather, synthesise, and translate customer feedback (qualitative and quantitative) into actionable process improvements.
- Proficiency with analytics tools (e.g., Survey Monkey, Google Analytics, Mixpanel, Amplitude) and customer feedback platforms.
- Exceptional communication, presentation, and interpersonal skills for training, stakeholder engagement, and direct customer interaction.
- A deeply empathetic and customer-first mindset, with a passion for problem-solving.
- Proactive, adaptable, and able to influence and lead without direct authority.
- Demonstrable experience in developing and delivering customer service, operational or process training programs.
- Proven experience in mapping, analysing, and improving business processes to enhance customer experience.
- Direct experience in a customer support environment, including face-to-face interaction, telephone support, and managing customer feedback channels.
- Experience in coordinating and managing 'pop-up' or mobile support initiatives is advantageous.
- Experience with using customer data, insights, and feedback to inform decisions and drive improvements.
- Experience working with and influencing a wide range of stakeholders, from senior management to cross-functional teams, to secure buy-in for customer-centric changes.
- Experience in utilities, preferably the water industry is advantageous.
We know the communities we serve are diverse. We recognise creativity comes from diversity not similarity. That's why we are enthusiastic about creating inclusion across age, race, gender, ethnicity, religion and identity. You will experience our dedication to equal opportunities and fair treatment for all: through your recruitment, employment and career progression with South East Water.
Benefits package:
- Excellent Stakeholder pension scheme, up to 10% employer contribution.
- 5 weeks holiday plus bank holidays per annum, increasing to 6 weeks with length of service.
- Flexible annual leave policy to buy or sell holiday leave.
- Paid volunteering days.
- Cycle to work scheme.
- Health cash plan.
- Life assurance.
- Wellbeing related benefits.
- To apply for this position, please submit your CV on our career's website.
- It is necessary for you to have the legal right to work in the UK when you begin employment with South East Water.
- Additionally, as part of the employment offer, you will need to pass background, identity, and employment referencing checks.
South East Water kindly asks that recruitment agencies refrain from submitting CVs to our employees or associates without explicit invitation from our HR Resourcing team. CVs sent on a speculative basis will not be acknowledged and will not assume any responsibility for fees or commissions in the event that we hire a candidate who applied directly or subsequently introduced by an instructed agency.
Compensation package:
up to £37,000 p.a. (dependent on experience)
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