Customer Journey Support Specialist

Summary: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 ..... full job details .....