Enabling frontline teams to provide exceptional customer experience outcomes through the management and optimisation of process and customer experience content. Responsible for maintaining a robust knowledge management tool that captures, categorises, and distributes knowledge efficiently within the Customer Experience group.

Responsible for supporting SEW's desired culture and achievement of our strategic objectives, as well as driving a positive customer experience and optimal team performance through dynamic technical expertise, including but not limited to the following: Enhancing the capability of CCO's through tailored coaching sessions; providing information and feedback to guide future performance.Supporting the achievement of operational performance metrics by ensuring team members have the knowledge, skill and capability to assist customers in an effective and efficient mannerEnsuring all interactions align with our customer interaction framework; creating a purposeful and value adding experience for customers.Working with the Team Leaders to monitoring the overall performance and capability of Customer Contact Officers and proactively identifying training and development needs to address gaps.Providing real time technical expertise and systems support to Customer Contact Officers working across voice and digital channels to enable the resolution of complex customer enquiries, including the handling of escalations where required.Providing second level support by handling escalated calls as required.Supporting the up-skilling and cross-skilling of Customer Contact Officers creating a flexible and dynamic workforce that can respond to changing customer needs and demands.

Part of the Digital Utilities customer service team. This team specialises in Digital communications with customers while also being trained in extra items such as Digital Water Meters and High Usage/Leak Assist scenarios.

Cleaning dishes, occasional food prep.