Customer and Stakeholder Advisor
Barhale Ltd
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Job summary
Barhale Ltd in Hertfordshire seeks a Customer and Stakeholder Advisor to provide proactive customer service to clients and communities, aligning with Barhale’s Sustainability Model of Profit, Safety and Environment. You will support a region-wide customer strategy and guide project-specific customer plans, working closely with clients and internal teams.
You will manage relationships, analyse performance data, and help deliver an exceptional customer experience while promoting Barhale’s values
Qualifications
- Experience in customer/community-focused roles.
- Ability to deliver service improvements.
- Strong interpersonal and organisational skills.
Responsibilities
- Establish and maintain relationships with clients to define and support the customer strategy.
- Contribute to the development and implementation of customer strategy through performance analysis.
- Assist in customer management by listening to the voice of the customer during planning and delivery.
- Report on customer satisfaction KPIs and provide feedback to clients and teams.
- Create case studies from initiatives and engagements.
- Develop Power BI Apps to analyse data for digital portals.
- Collaborate with stakeholders to promote strong customer experience.
Skills
Education
Tools
Job description
The Coach House, Tyttenhanger Park, Coursers Road, St Albans, Hertfordshire, AL4 0PG
Ref 1795 Region Southern Region Location The Coach House, Tyttenhanger Park, Coursers Road, St Albans, Hertfordshire, AL4 0PG Closing date 04/12/2026 Description
Barhale is a business founded on family values, having been established by our Chairman, Dennis Curran, in 1980. We are one of the largest privately owned civil engineering and infrastructure specialists in the UK, with over 40 years of experience in providing design, civil engineering and maintenance services working across multiple sectors, including:
- Water
- Transport
- Built environment
- Energy
We operate as a tier one partner for blue chip, regulated and private clients, working as part of large frameworks, joint ventures and alliances, as well as on individual standalone projects, developing long-term relationships based on delivering to the Barhale values which have been integral to our business since their inception in 1985.
Our direct delivery model is at the core of everything we do, as we believe that people are our greatest asset. Therefore, we robustly source, train and retain all our own frontline delivery teams as well as management and support services. We employ over 1,200 employees nationwide.
We possess a range of specialist skills to support our civil engineering and infrastructure activities, including:
- Tunnelling
- MEICA
- Temporary and permanent design
- Steel-fabrication
- Signs (design and fabrication)
- Health & safety equipment and products, including PPE
- As Gold Investors in People, we are committed to a high standard of people practices, creating an inclusive environment and ensuring cultural alignment to business strategy, ethos and philosophies.
- Job security, long-term secured work through various frameworks and large infrastructure schemes
- A broad range of civil engineering, mechanical and electrical schemes across some of the UK’s largest infrastructure projects and clients
- Strong career progression as demonstrated by our track record in promoting from within, as we believe this is a key driver of our success
To provide customer service to all stakeholders, which aligns with Barhale’s 3 Pillars Sustainability Model of Profit, Safety, and Environment. The post holder will work collaboratively with our clients to support a region-wide customer strategy, to guide project-specific customer plans.
- Establish and maintain a good working relationship with our clients to define and support the customer strategy
- Contribute to the development and implementation of the customer strategy through analysis of performance
- To assist customer management processes by listening to the voice of the customer during the planning and delivery stages of the project
- Reporting to the Manager and supporting them in successfully implementing our client duties
- Measure the customer experience that impacts our CMex/DMex and NPS measures to produce valuable insights and to identify customer trends.
- To ensure that our customer action plan maximises the customer experience and meets local community needs
- Monitoring and measuring of customer satisfaction KPIs
- Be responsible for reporting on the customer satisfaction scoring and providing feedback to our clients and operational teams
- Create and develop case studies based on initiatives, activities and engagements
- Engage with the Client’s Customer Challenge Group to develop and improve the customer relationship
- Support the development of Power BI Apps to analyse/collate/communicate data through digital portals
- Work closely with our clients and Barhale’s team to develop/share digital methods (Twitter/blogs/apps) to allow customers to engage and gain valuable customer insights
- To work with the design and delivery team to ensure project deliverables provide an excellent customer experience
- Follow and promote the Barhale customer handbook and ensure that the handbook guidelines are followed by site and operational teams; support in developing and updating the Barhale customer handbook
- Work collaboratively with stakeholders to align on methodologies and insights to achieve an excellent customer experience
- Support Clients with their customer engagement targets and promote and implement key messages in local communities
- Take a proactive approach in promoting civil engineering as a career choice to schools and colleges by attending and delivering STEM events
- Engagement with the local community by visiting the areas to identify issues with services, access, vulnerable people, landlords/owners, and stakeholders
- Liaise with the local community regarding project plans to keep residents and members of the public up to date with project developments and measure project plan performance
- Share knowledge and provide training when applicable with the site team regarding good public relations through our values
- Identify and deliver social value initiatives in relation to projects, but not limited to this
- Previous experience working within a Customer/Community-focused position
- Proficient in delivering service improvements
- Accomplished in research insight and analytics, with the ability to present the data
- Good interpersonal, organisational, communication and time management skills
- Ability to show empathy and understanding of customer needs
- Proficient with the Microsoft suite of packages
- Good social media skills with the ability to develop engaging and timely updates on project development across varied communication platforms
- Ability to work collaboratively and effectively within a team
- Degree or equivalent in Customer Services, Mass Communications, social media and/or Marketing
Our values have been embedded at Barhale for over 40 years, and they are our guiding principles regarding how we care and invest in people. Our values are our commitment to being a people-centric company.
As a Gold Investors in People company and a Sunday Times 100 Best Company to Work For, we are committed to investing in people. We are passionate about creating a working environment where people are supported throughout their careers, where people can enjoy security and be part of a company that cares about them.
From the moment you join us, your well-being and career aspirations will be supported by.
- Competitive salary
- Company Pension
- Life Assurance
- Private Medical
- 25 days of annual leave in addition to 8 public bank holidays and loyalty days
- 8 hours volunteering
- Employee Assistance Programme to support your mental, physiological and financial wellbeing
- Flexible benefits via salary sacrifice
- Company car/green car scheme/car allowance/Van (dependent on position)
- Leadership & management training and coaching
- Regular line management engagement and appraisal to support your career progression
- Development supported by internal and externally delivered training
- Continuous service awards
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