Customer Excellence Advocate

AnaVation LLC; North East; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading service provider in the United Kingdom is seeking a customer-focused professional to enhance its customer experience initiatives. The role involves creating and managing the NPS strategy, conducting workshops, and analyzing customer feedback to drive improvement. Candidates should have experience in customer service, strong communication skills, and be comfortable working with data, particularly in Power BI. Frequent interaction with customers and internal teams is required, offering a blend of strategic and hands-on responsibilities.

Qualifications

• Experience in a customer facing or service support role.
• Strong communication skills in both writing and speaking.
• Ability to analyze customer feedback for trends.
• Comfortable working with data and reports.
• Attention to detail and effective record keeping.

Responsibilities

• Create NPS strategy including personalized calls and feedback loop.
• Own NPS survey responses.
• Conduct quarterly customer journey workshops.
• Map customer journeys and integrate into continuous improvement.
• Develop SOP and training materials for teams.

Skills

Customer service experience

Written and verbal communication

Data analysis and reporting

Attention to detail

Multi-task management

Professionalism

Trend analysis

Tools

Power BI

Job description

We are looking for a customer focused professional to support the delivery of our customer experience and continuous improvement activities. This role plays an important part in gathering customer insight, managing feedback, and helping turn that insight into practical improvements across the business.

You will work closely with Customer Success, Sales, Field Services and Operations and have regular contact with customers.

This role can be based full time at any of our Sharpsmart sites.

Your role will involve

• Creating NPS Strategy to include survey personalised calls and feedback loop
• Full ownership of NPS survey responses
• Run Quarterly customer journey workshops
• Mapping the journeys and feeding into CI process
• Creating SOP and training guides for internal Depts
• CI & process advances. Constantly look for new way to better/ improve the customer experience
• Monthly customer site visits
• Receive document and investigate requests / complaints
• Complete adherence to CS charter and & service delivery (DIFOT)
• Review and interoperate power bi reports, files records and other docs
• Manage demobilisation and exit interview process with customer feeding into CI loop
• Support mobilisations - from sales to CS handover
• Lead on additional stock request - investigate excessive volumes and work with FS and site - formal process to be followed and documented
• Analysis CS trends - support reporting these to CS lead to present to wider business in monthly BU meetings

Skills and Experience required

• Experience in a customer facing or service support role
• Clear written and verbal communication skills
• Ability to review customer feedback and spot trends
• Comfortable working with data and reports, including Power BI
• Strong attention to detail and record keeping
• Able to manage multiple tasks and priorities
• Confident working with different internal teams
• Experience following and updating processes and documentation
• Professional approach to handling customer issues
• Willing to visit customer sites and engage directly with customers