Martine Capitelli
Head of Customer @Dhb Utilities
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WORK HISTORY
Head of Customer @Dhb Utilities
ABOUT MARTINE CAPITELLI
Working in partnership with Cadent Gas (formally National Grid) to improve the supply of gas to millions of people living and working in North London and the East of EnglandExperienced in the outstanding management, leadership & delivery of Customer ExcellenceRESPONSIBILITIESTo manage the delivery of customer excellence across multiple sites - ensuring fantastic relationship building and development - exceeding expectations with customers/peers & stakeholders in order to improve customer experience and satisfactionTo coach/mentor and manage teams of engineers in the delivery of outstanding customer excellence, managing customer complaints within geographical area.To ensure the smooth and timely notification of upcoming works to affected customers - managing expectations by working with boththe engineering team/customers & stakeholders to ensure the successful delivery of the mains replacement programme, by providing clear and effective communication.To develop/implement strategies in order to increase customer satisfaction (CSAT) results - measured both on a weekly and monthly basis - ensuring yearly targets are achieved.To encourage completion & return of CSAT survey, encouraging provision of written ACCOLADES and testimonials from customers.To attend planning meetings with contract management/site/planning and project managers on a weekly basis in order to ensure the smooth delivery of upcoming mains replacement work, working to the best ability in order to achieve target delivery - as one team.
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