Customer Liaison Officer

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

• 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.

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*

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

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