Customer Standards Administrator - Leamington Spa

Manpower work in Partnership with Calor Gas across the Country and have a solid reputation of providing fantastic job opportunities with room to progress for successful candidates.

Now we are looking to recruit a Customer Standards Administrator at Calor Gas' Head Office in Leamington Spa due to continued growth and staff progression.

If you are interested in roles that are demanding yet very rewarding and likely to last, then read on and apply if you feel you would like to be part of a winning team.

Purpose of the Job

*To control the administration of Talkback Ideas Scheme & Rant & Rave.
*To provide an administration and support service to Calor's Quality Management System
*To provide support to the Customer Standards Manager on Business Improvement activities.

Knowledge, Skills & Experience

*Knowledge of Microsoft Office, competent excel user
*Web based software experience
*Good administrative abilities
*Excellent interpersonal skills

Principal Accountabilities

Talkback

*Maintenance and development of Talkback software
*Administration of Talkback ideas, from receipt of idea from submitter through to completion of evaluation
*Organising and assisting with Reward Panels
*Administration of Talkback prizes and vouchers
*Provision of news and information via the 'LPGenius Service' intranet site
*Monitoring and chasing the implementation of ideas
*Manage Calor Ideas Week
*Manage the Idea of the Year

COLIN

*Maintain and update all areas of the Customer Standards intranet site

Customer First

*Administrative support on Customer First activities
*Production of Customer First reports on a monthly/quarterly basis
*Maintain and update the Customer First intranet site

Calor Stars

*Administration of the Calor Stars process from receipt of nominations through to completion of awards
*Maintain and update the Calor Stars intranet site

Customer Satisfaction - Rant & Rave

*Co-ordinate and distribute alerts
*Monitoring and chasing responses to alerts
*Production of monthly reports
*Manage user profiles & access

Customer Complaints

*Recording and administration of customer complaints received at head office (including MD complaints)
*Distribution of complaints to appropriate areas for analysis and response
*Handling customer complaints received directly by the Customer Standards department
*Liaising with managers and supervisors on resolution and completion of complaints (including chasing owners of overdue complaints)
*Liaising with customers as and when required to ensure prompt resolution of complaints.

Reports

*Provide information and assist with the preparation of reports for :
*Monthly written report for BMT
*CSC monthly management meeting
*Quarterly and annual review with BMT

Principle contact with others

This is a very varied role which requires a great deal of customer and cross-functional people interaction. As such, all of the above activities will require frequent and regular verbal and written contact with the parties below:

*Calor customers
*MTM and BMT
*Head Office Managers and Supervisors
*Customer Operations Managers and Supervisors
*Sales Managers (Bulk & Cylinder)
*Calor Centre Managers and Supervisors
*Quality Procedure Owners
*Quality Auditors