Customer Liaison Officer

On-site in Lutterworth·Added 19 days ago (last checked 7 Oct)

Network Plus

178 open roles

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Overview

Job details

Permanent contract
Per the ad.

Requirements

Work on-site in Lutterworth
No relocation package mentioned.

Skills

Nice to have

Client Management

Pay & benefits

We offer a competitive salary based on experience along with a full benefits package.

Network Plus is proud to be an Equal Opportunity Employer. We celebrate diversity and do not discriminate based on race, religion, colour, nationality, sex, sexual orientation, age, veteran status, disability status, or any other applicable characteristics protected by law.

We are Armed Forces-friendly. We welcome applications from ex-Armed Forces personnel, reservists, armed forces veterans, cadet instructors and military spouses/partners.

We understand that privacy and the security of your personal information is extremely important. By applying for this role, you agree to the terms of our privacy policy.

The role

You will be ultimately responsibility for handling activities as outlined below:

Take ownership of CARE activities (Pre, During & Post) necessary to achieve exceptional customer feedback and customer satisfaction scores.
Support operational ownership in resolving customer enquiries and complaints within D+1 working days.
Deliver effective walk off post completion activities that are coordinated by the Customer Manager.

Key Responsibilities

Key Responsibilities

Effective CARE completion on all projects
D+1 % contact close out support
80% Walk Off completion (successful visits & score captured)

Core Responsibilities

Strategy:

Ensure a customer service culture is adopted throughout the teams.
Carry out measurable customer feedback activities - surveys, courtesy calls and such. Covert feedback in to actions.
Implement the customer experience strategy.
Proactively shape improvements to the customer experience and service.
Liaise with the planning manager to understand which projects require a CLO on site.
Use initiative, prioritise workload and work unsupervised.

Financial / Operations:

Track customer experience KPI's and compile monthly & weekly reports.

Customer / Market:

Take ownership of activities necessary to achieve exceptional customer feedback and customer satisfaction score.
Conduct trend analysis against failures.
Engage customers via relevant communications such as letters, drop cards within the prescribed noticing timeframe.
Take ownership for resolving customer enquiries and complaints on a Day+1 basis by liaising with customer call centre personnel.
Act as an escalation point for major complaints, repetitive issues or failures and agree resolution with the customer and client stakeholders.
Manage vulnerable customers in accordance with GSOP3, ensuring that replacement gas supplies are installed on their premises when requested.

Skills & Expertise

Key Competencies

Leadership - Act as an Ambassador promoting the Customer minimum standards

Health, Safety & Environment - Report / escalate any HSEQ near misses / hazards observed

Customer focused - Relevant contract/customer service experience. Able to adapt to customer needs.

Embracing Change - Able to support performance review sessions and drive performance improvement.

Communication - Effective interpersonal skills.

Influencing skills - Able to positively influence customer thinking

Performance Management - Demonstrable experience of exceeding targets/KPI's.

Innovation and Creative Thinking - Able to adapt to customer needs

Operational Understanding - General knowledge of the Eclectic industry is desirable. Able to use digital devices and built in apps. Able to prioritise tasks and work independently

Qualifications/Skills Required

Experience of working in Utilities
Supervisor Street works qualification an advantage
Strong management skills - people, project and client management
Financial and commercial awareness
Driving Licence

A successful DBS Check will be required

About Network Plus

Network Plus is a specialist infrastructure services group that designs, builds and maintains complex utility and infrastructure assets across water, wastewater, power, gas, transport, fencing, district heating and vegetation management. Working in partnership with leading utility providers, it combines skilled people, strong governance and a safety-first culture to deliver both planned capital works and rapid-response delivery.

The Network Plus Group also comprises Go Traffic Management (GTM), Littlewood Group, Environmental Solutions Plus and Claret Civil Engineering, with a joint headquarters in Worsley, Greater Manchester. The group emphasises sustainability, health, safety and wellbeing (with ISO 45001, ISO 14001 and ISO 9001 certifications), and customer service at the heart of its delivery.

Headquarters: Worsley, Greater Manchester, United Kingdom
In the UK: Worsley
Website: networkplus.co.uk

All open roles at Network Plus