Customer Liaison Officer

Network Plus; Torquay; On-site; GBP 28,000 - 40,000; Full time

Job summary

Network Plus is seeking a Customer Experience Coordinator to drive exceptional customer feedback and satisfaction on all projects in Torquay. You will own CARE activities across pre, during and post stages and coordinate with the Customer Manager to deliver swift, effective resolutions.

Responsibilities include tracking KPIs, delivering surveys and follow-up communications, and escalating major issues while maintaining a customer-centric approach.

Qualifications

• Leadership as ambassador promoting customer minimum standards.
• Strong HSE awareness and incident reporting.
• Customer-focused with relevant contract/customer service experience.
• Able to support performance review sessions and drive improvements.
• Effective interpersonal communication.
• Able to positively influence customer thinking.
• Proven track record of exceeding targets/KPIs.
• Willingness to adapt to change and drive performance.
• Good operational understanding with ability to prioritise tasks.

Responsibilities

• Take ownership of CARE activities to achieve exceptional customer feedback and satisfaction.
• Support resolution of inquiries and complaints within D+1 working days.
• Coordinate post-completion activities with the Customer Manager.
• Ensure CARE completion on all projects.
• Provide D+1 percentage contact close-out support.
• Aim for 80% walk-off completion across visits and score capture.
• Track customer experience KPIs and compile monthly & weekly reports.
• Engage customers via letters and drop cards within prescribed timeframes.
• Resolve customer inquiries and complaints on a Day+1 basis with call centre liaison.
• Act as escalation point for major complaints and coordinate resolutions with stakeholders.
• Manage vulnerable customers and arrange replacement gas supplies when requested.

Skills

Leadership

HSE awareness

Customer focus

Embracing change

Communication

Influencing skills

Performance management

Innovation

Operational understanding

Job description

Overview

You will be ultimately responsible for handling activities to achieve exceptional customer feedback and customer satisfaction scores.

Department and Location

Department: National Grid
Location: Torquay

Key Responsibilities

• Take ownership of CARE activities (Pre, During & Post) to achieve exceptional customer feedback and satisfaction scores.
• Support operational ownership in resolving customer enquiries and complaints within D+1 working days.
• Deliver effective walk‑off post‑completion activities coordinated by the Customer Manager.
• Ensure effective CARE completion on all projects.
• Provide D+1 percentage contact close‑out support.
• Achieve 80% walk‑off completion (successful visits & score captured).

Core Responsibilities

• Ensure a customer service culture is adopted throughout the teams.
• Carry out measurable customer feedback activities – surveys, courtesy calls, etc., and convert feedback into 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 Responsibilities

• Take ownership of activities necessary to achieve exceptional customer feedback and customer satisfaction scores.
• Conduct trend analysis against failures.
• Engage customers via relevant communications such as letters and drop cards within the prescribed noticing timeframe.
• Resolve 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

• Leadership – Act as an ambassador promoting customer minimum standards.
• Health, Safety & Environment – Report / escape 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 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.

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.

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