Customer Care & Experience Liaison Specialist

Go Traffic Management Limited; Torquay; Hybrid; GBP 28,000 - 36,000; Full time

Job summary

Network Plus is seeking a Customer Liaison Officer for a permanent on-site role in Torquay with the National Grid. The role focuses on CARE activities, resolving customer enquiries within D+1, and driving superior customer satisfaction across projects.

Applicants should have utilities sector exposure, strong leadership and client management capabilities, and a valid driving licence. DBS checks may be required; a stringent focus on health, safety and customer service is essential.

Qualifications

• Experience of working in Utilities.
• Supervisory Street works qualification an advantage.
• Strong management skills – people, project and client management.
• Financial and commercial awareness.
• Driving Licence.

Responsibilities

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

Skills

Utilities experience

Driving licence

Supervisory skills

Client management

Financial awareness

HSEQ awareness

Communication skills

Leadership

Job description

Network Plus is seeking a Customer Liaison Officer for a permanent on-site role in Torquay with the National Grid. The role focuses on CARE activities, resolving customer enquiries within D+1, and driving superior customer satisfaction across projects.

Applicants should have utilities sector exposure, strong leadership and client management capabilities, and a valid driving licence. DBS checks may be required; a stringent focus on health, safety and customer service is essential.