Customer Liaison Officer

Lanes Group Plc; Bradford; On-site; GBP 25,000 - 30,000; Full time

Job summary

A UK water infrastructure company in Bradford is seeking a Customer Liaison Officer to enhance the customer journey by liaising with customers and operational teams. This role requires excellent communication skills and prior experience in customer service, particularly in the utilities sector. Join a diverse and inclusive team dedicated to improving customer satisfaction and contributing to key business objectives.

Responsibilities

• Work with operational and planning teams to resolve all customer queries.
• Update customer information on the company's management systems.
• Handle customer enquiries and manage complaints.
• Respond to customer complaints within agreed service levels.
• Perform administrative tasks assigned by the manager.
• Work to improve the customer journey.

Skills

Excellent verbal, written and communication skills

Active listening skills

Patience and ability to remain calm in stressful situations

Excellent interpersonal skills

Ability to accept criticism

Education

Experience working within a customer service role in the utilities industry

Job description

You will be liaising with Yorkshire Water customers to ensure they are kept informed and up to date on any work that will be taking place within their area. Within this role, you will be liaising extensively with our Planners and Customer Excellence Partners to ensure that all work that will be performed is fed back to customers, to ensure that they have the best customer journey.

Responsibilities

• Working with operational and planning teams to resolve all customer/client queries, ensuring our clients/customers are satisfied with the outcome.
• Updating customer information on the company's customer management systems
• To handle customer enquiries as well as managing complaints and issues
• To respond to all customer complaints within the agreed service levels of agreement
• Performing administrative tasks as assigned by the Customer/Planning Manager
• Working with the team to improve the customer journey

Customer Service Skills

• Excellent verbal, written and communication skills
• Active listening skills
• Patience and ability to remain calm in stressful situations
• Excellent interpersonal skills
• Ability to accept criticism

Qualifications

• Experience working within a customer service role, especially within the utilities industry is highly desirable.

We are currently recruiting for a Customer Liaison Office to join our team within the Yorkshire Water Wastewater Service Agreement (WwSA) Framework. This is a fantastic opportunity to start a rewarding career with Lanes Group, working closely with one of our most exciting clients and contributing to their AMP8 objectives.

Why Join Lanes Group?

At Lanes Group, nothing is more important than the health, safety, and well-being of our people and customers. As the UK's largest independent specialist infrastructure delivery partner, we:

• Have a turnover exceeding £530 million (EBITDA £45 million)
• Employ over 4,000 brilliant people nationwide
• Operate through a countrywide network of operational locations

At Lanes Group, we are dedicated to fostering a diverse and inclusive workplace where everyone feels valued and empowered. We believe that our differences make us stronger and are committed to providing equal opportunities for all employees. We welcome and encourage applications from individuals of all backgrounds, including those from underrepresented groups. Join us in our commitment to creating a more inclusive and diverse world. Join us and be part of a team that makes a real impact!