Customer Liaison Officer

Network Plus group; Market Harborough; On-site; GBP 35,000 - 52,000; Full time

Benefits offered by this job

Competitive salary

Full benefits package

Armed Forces friendly

Job summary

Network Plus group is seeking a supervising Customer Care lead in Market Harborough to own CARE activities and drive exceptional customer feedback. You will support operational resolution of enquiries within D+1 working days and coordinate post-completion walk-off activities with the Customer Manager.

A strong focus on customer service culture and KPI reporting will be essential to success. Experience in utilities and driving licence are required; Street works qualification is an advantage.

Qualifications

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

Responsibilities

• Take ownership of CARE activities to achieve exceptional customer feedback and satisfaction.
• Resolve customer enquiries and complaints within D+1 working days.
• Deliver walk off post completion activities coordinated by Customer Manager.
• Ensure a customer service culture is adopted throughout the teams.
• Track customer experience KPI’s and compile reports.

Skills

Leadership

People management

Project management

Client management

Financial awareness

Commercial awareness

Driving licence

Job description

Description

You will be ultimately responsibility for handling activities as outlined below:

• 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.

Key Responsibilities

• Effective CARE completion on all projects


• D+1 % contact close out support


• 80% Walk Off completion (successful visits & score captured)

Core Responsibilities

Strategy:

• Ensure a customer service culture is adopted throughout the teams.


• Carry out measurable customer feedback activities – surveys, courtesy calls and such. Covert feedback in to actions.


• Implement the customer experience strategy.


• Proactively shape improvements to the customer experience and service.


• Liaise with the planning manager to understand which projects require a CLO on site.


• Use initiative, prioritise workload and work unsupervised.

Financial / Operations:

• Track customer experience KPI’s and compile monthly & weekly reports.

Customer / Market:

• 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.


• Act as an escalation point for major complaints, repetitive issues or failures and agree resolution with the customer and client stakeholders.


• Manage vulnerable customers in accordance with GSOP3, ensuring that replacement gas supplies are installed on their premises when requested.

Experience and Qualifications

Key Competencies

Leadership – Act as an Ambassador promoting the Customer minimum standards

Health, Safety & Environment – Report / elevate any HSEQ near misses / hazards observed

Customer focused - Relevant contract/customer service experience. Able to adapt to customer needs.

Embracing Change - Able to support performance review sessions and drive performance improvement.

Communication - Effective interpersonal skills.

Influencing skills - Able to positively influence customer thinking

Performance Management - Demonstrable experience of exceeding targets/KPI’s.

Innovation and Creative Thinking - Able to adapt to customer needs

Operational Understanding – General knowledge of the Eclectic industry is desirable. Able to use digital devices and built in apps. Able to prioritise tasks and work independently

Qualifications/Skills Required

• Experience of working in Utilities


• Supervisor Street works qualification an advantage


• Strong management skills – people, project and client management


• Financial and commercial awareness


• Driving Licence

*A successful DBS Check will be required*

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.

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.