Role Title: Customer Care Officer
Reporting to: Operations Manager
Business Unit: Gas
Location: Leeds
Company Overview
Caecillian is a Utilities Contractor working in the Gas, Water and Wastewater sectors, across the Northwest, Wales, and Yorkshire. The owner managed business has doubled in turnover in the last 5 years with further strategic plans for continued growth. Customers are at the heart of what we do here at Caecilian Ltd. and are rooted in our core values. Because of this we are now looking to recruit a Customer Care Officer to join our team supporting our Northern Gas Networks contracts.
Role Overview
We have an exciting opportunity for a Customer Care Officer to join our team in Leeds supporting our Northern Gas Networks contracts. We are looking for a motivated and customer focused individual who can communicate confidently and professionally with a wide range of customers. The CCO is accountable for putting customers at the centre of our work. They will be responsible for driving customer experience and requires them to bridge the gap between our business, the site teams, and our customers. The overall objective of the CCO role is to deliver professional, efficient, and customer-driven service, whilst supporting operational objectives.
This role can be offered on either a self-employed CIS or fixed-term employment basis. Working arrangements can be flexible with part-time hours considered.
Core Values
The company is proud of its core values, these being:
- Get It Done – We are dependable, reactive, and focused on delivery
- Do It Right – We are committed to exceptional standards, safety, and quality
- Make It Count – We are customer focused, create wow moments and exceed expectations
All aspects within this role should reflect these values internally to our people and externally to our clients and customers
Key Responsibilities
- Conducting property visits to our customers, introducing themselves and communicating the planned works to our customers. Including timeframes, works being carried out, and how this may impact them
- Confirming property details and determining any specifics relevant for the works being carried out i.e. access issues and location of meters
- Ensuring the operational team have all the relevant information collected from our customers prior to works starting
- Escalating sensitive, or more complex cases with additional needs to the operational teams
- Ensuring our customers are supported and looked after, before, during and after works have taken place, through ongoing communication and updates on the works being conducted
- The CCO will function as the first point of contact for customer queries. They will respond professionally and responsibly, through investigation and ownership of each request through to completion. working towards a positive resolution for our customers through a professional and friendly approach
- Encouraging customers to provide feedback and maintain accurate and up-to-date records whilst monitoring reoccurring themes and issues to provide feedback to better improve our customer service approach
- The CCO is responsible for representing Caecillian in a professional, approachable, and friendly manner within the local community
Provided Equipment
- A company vehicle will be provided for business use, or a car allowance for use of a personal vehicle
- Company Phone/Tablet
Skills & Experience
Essentials Skills
- Previous experience in a customer service-based role
- Ability to work independently within a lone working role
- Excellent verbal and written communication skills
- An approachable demeanour with strong listening skills, and ability to ask the right questions
- Good problem solving and decision-making skills
- Ability to remain calm and confident under pressure when facing challenging customers
- Customer focused and empathetic
- A positive attitude and willingness to learn
Desirable Skills
- Experience working within the utilities sector
- Experience managing complaints and working towards resolutions
- Experience supporting vulnerable customers
- Understanding of regulatory requirements within the utilities sector
Requirements
- Full UK driving License (a company vehicle or allowance will be provided)
- Right to work in the UK
Caecillian Ltd. Is an Equal Opportunity Employer. We celebrate diversity and do not discriminate based on race, religion, colour, nationality, sex, sexual orientation, age, veteran status, disability status, or any other applicable characteristics protected by law.
Work Location: On the road
