Customer Liaison Officer

Network Plus; Higher Green; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading utility services provider in the United Kingdom is seeking a Customer team member to enhance customer experience during gas pipe replacements. The successful candidate will manage customer interactions, handle inquiries and complaints, and ensure satisfaction throughout the process. Strong customer service experience and adaptability are essential. This position offers a competitive salary and benefits package.

Qualifications

• Driving Licence is required.
• Previous customer service experience essential.
• Ability to adapt to customer needs.

Responsibilities

• Take ownership of CARE activities.
• Support resolution of customer enquiries and complaints.
• Deliver effective post-completion activities.

Skills

Customer service adaptability

Microsoft Excel proficiency

Tools

Digital devices and apps

Job description

Description

As part of the Customer team working with our Gas replacement delivery partners to inform, communicate and liaise with customers along their journey with us in providing a safe and reliable, utility network across the North West.

Working to create an exceptional customer experience whilst we replace the gas pipes in the road and to their property.

Key Responsibilities

• 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.
• Coordinate and support LDP Lasting Impression and Community Social Value events.
• Liaise with the planning team to understand which projects require a CLO on site.
• Working toward KPIs and conducting trend analysis against failures.
• Engage customers via relevant communications such as letters, drop cards within the prescribed noticing timeframe.
• Manage and identify PSR customers in accordance with GSOP3, ensuring that replacement gas supplies are installed on their premises when requested.

Experience and Qualifications

• Driving Licence
• Previous customer service experience, Able to adapt to customer needs
• Microsoft Excel proficient
• Able to use digital devices and built in apps.

Salary and 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.

About Network Plus

Network Plus is an award-winning business delivering essential utility and infrastructure services for the UK’s major providers of gas, power, telecoms, transport, water, and wastewater.

We value the variety of experience, perspective, and other points of difference our workforce, clients, and supply chain offer.

We are actively working with colleagues across the Network Plus Group to develop an inclusive environment – we want all our employees to feel valued and included to enable everyone to thrive at work and understand the value of their contribution matters no matter their background, identity, or circumstances.