Customer Liaison Officer

Go Traffic Management Limited; Manchester; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading utility management company in Manchester is seeking a Customer Liaison Officer to enhance customer experience during gas replacement projects. The role involves managing customer communications, resolving enquiries, and collaborating with teams to ensure satisfaction. Candidates should have a valid driving license and customer service experience. Competitive salary and benefits offered.

Qualifications

• Driving Licence required.
• Experience in customer service is essential.
• Proficiency in Microsoft Excel is necessary.

Responsibilities

• Take ownership of CARE activities for customer satisfaction.
• Support operational ownership in resolving customer enquiries.
• Deliver effective post-completion activities.

Skills

Previous customer service experience

Able to adapt to customer needs

Microsoft Excel proficient

Able to use digital devices and built in apps

Job description

Overview

Customer Liaison Officer role within the Cadent department. Part of the Customer team working with 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.

Equal Opportunity and Privacy

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.

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