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.

• 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 review and improve the customer journey.
• Systems integration both internally and externally to ensure the customer journeys are providing clear and valuable data outputs and a seamless performance for the future whilst ensuring existing performance levels are maintained.
• Actively solicit, capture and analyse customer feedback via face‑to‑face, telephone and written channels. Translate these diverse insights into a prioritised roadmap of actionable initiatives aimed at improving the customer experience and reducing complaint.
• Organise and deliver ‘pop‑up’ customer support and advisory sessions at various locations.
• Provide on‑site face‑to‑face customer support, including interacting with customers as installation partners fulfil meter exchanges/installations, capturing real‑time feedback and resolving issues.
• Partner closely with internal teams (e.g., operations, leakage, water efficiency) to ensure process changes and user experience align with the overall customer journey. Ensure robust testing supports process changes through the testing team.
• Influence and work with stakeholders to secure buy‑in and successful delivery of customer‑centric changes.
• Define, track and report on key customer experience and support metrics (e.g., first‑contact resolution rate, complaint volume) demonstrating the impact of training and process improvements.

• Educated to A level standard or equivalent with greater relevant experience.
• A qualification in Training/Coaching, Business Analysis, or a related field is desirable.
• Proven experience in delivering effective training and coaching to customer-facing teams.
• Excellent analytical skills with the ability to gather, synthesise and translate customer feedback (qualitative and quantitative) into actionable process improvements.
• Proficiency with analytics tools (e.g., Survey Monkey, Google Analytics, Mixpanel, Amplitude) and customer feedback platforms.
• Exceptional communication, presentation and interpersonal skills for training, stakeholder engagement and direct customer interaction.
• A deeply empathetic and customer‑first mindset, with a passion for problem‑solving.
• Proactive, adaptable and able to influence and lead without direct authority.
• Demonstrable experience in developing and delivering customer service, operational or process training programmes.
• Proven experience in mapping, analysing and improving business processes to enhance customer experience.
• Direct experience in a customer support environment, including face‑to‑face interaction, telephone support and managing customer feedback channels.
• Experience in coordinating and managing ‘pop‑up’ or mobile support initiatives is advantageous.
• Experience…