Customer Experience Executive

Do you have experience as a Customer Experience Executive?

We are hiring a Customer Experience Executive, to join one of the largest transport organisations!

Role Overview:

Centralise the management of escalated customer complaints* and executive correspondence streams. To centralise ownership and management of all of TfL’s case handling plans. To determine correspondence quality standards and ensure these are consistently audited in all CCO’s Customer Service areas and outsourced services. To manage CCOs relationships with its regulatory bodies (LTW and LGO) and key stakeholders to ensure effective collaboration and to promote CCO’s interests. To develop strategies to continually improve CCO’s complaint handling processes to drive customer satisfaction.

Be able to work collaboratively with internal and external stakeholders to support the delivery of services to the customer. Able to develop and promote effective solutions to customer concerns. Accountable for delivery of correspondence development strategies to the business. Able to monitor and provide feedback on quality standards in a consistent and fair manner. Able to efficiently and independently manage delivery against SLAs over a diverse catalogue of work streams.

Key Information:

• Hourly Rate: £19.50 PAYE per hour
• Location: Stratford, London - Hybrid
• Start Date: ASAP
• Hours: Full Time (35 hours a week)
• Contract Duration: 6 months

Key Accountabilities:

1. To create a dedicated resource for identifying and delivering first time complaint resolution initiatives.
2. Creation and management of letter templates within CCO to ensure they comply with agreed TfL and industry wide standards.
3. To conduct internal reviews of case escalations and drive improvements to complaint handling processes across the business and with external stakeholders.
4. To manage all TfL case handling plans, as well as the Unreasonable Complainants log, to ensure enquiries are resolved as quickly and efficiently as possible.
5. To provide complaint data analysis support to the business to contribute to the delivery of proactive business change. Ensuring that complaints intelligence is effectively captured and fed to the business, identifying key themes and responsible parties for addressing them.
6. Auditing of adherence to CCO “Every Complaint Counts” ethos and quality standard for both internal staff and third-party contractors.
7. Ownership of the TfL Complaints policy, ensuring it meets the needs of TfL and our customers and is in line with industry best practice.
8. Provision of targeted additional support/resource to all CCO customer facing teams.
9. Management of Mystery Shopping contractors for correspondence.

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