Customer Liaison Officer

Opus Group; Warrington; Hybrid; GBP 35,000 - 52,000; Full time

Job summary

Opus Group Ltd in Warrington is seeking a customer relationship specialist to manage performance and drive service excellence across projects in the utilities sector. You will coordinate with site teams, attend reviews, and ensure customer expectations are met throughout development to handover.

The role requires 5+ years in utilities, strong stakeholder skills, and the ability to mentor staff. You will work on-site with operational teams to deliver top service and close customer loops

Qualifications

• 5+ years’ experience in Utilities (Power preferred).
• Strong customer service skills and ability to build rapport with stakeholders.
• Organised with ability to manage conflicts and maintain relationships.

Responsibilities

• Own all aspects of customer performance and ensure 10/10 BMCS scores.
• Manage customers from development through to project completion.
• Coordinate with Technical Compliance Manager and Site Manager on designs and meetings.
• Set expectations with customers and track progress with operations.
• Mentor staff to improve customer engagement.
• Attend weekly programme meetings and stay ahead on plans.
• Lead complaint closure to day 1 >95%, day 31 100%.
• Share learnings with Opus staff.
• Participate in design to construction handover meetings.
• Update processes for learnings in customer service.
• Attend client workshops and performance meetings.
• Weekly updates with Operational Managers & Directors.
• Assist with stand downs and communicate customer needs via Aurora.
• Collaborate with Planning Manager on long-term customer service strategy.
• Work with CLO in Scotland to maximise Opus Group performance.
• Keep customers informed of progress.
• Close opportunities after completion of works.

Skills

Customer service

Stakeholder management

Utilities experience

Team collaboration

Conflict resolution

Job description

• Overall responsibility of all aspects of customer performance for Opus Utility Solutions
• Manage Customers from development phase through to project completion
• Work with the Technical Compliance Manager & Site Manager on designs, arranging meetings both on site and in offices to review scope of works and plan customer interaction
• Set expectations with customers & work with operational teams to track against
• Mentor operational staff to increase their knowledge of customer output’s & engagement
• During pre-construction work, obtain a full understanding of internal infrastructure, so we can understand the instructive impacts to a customers property, ensuring plans in place to overcome, track & monitor
• Attend weekly programme meeting to understand progress against plan & forward plan, with the ability to stay one step ahead.
• Own all complaints, drive closure in day 1 >95%, day 31 100%, see through to completion by personal contact.
• Share learnings and best practice with all OPUS staff
• Part take in design to construction handover meetings.
• Update processes when necessary for both learnings re customer service.
• Attend client workshops & performance meetings and actively participate.
• Weekly meeting with the Operational Managers & Directors to update on programme & share best practice on learnings through the week.
• Support with periodic stand downs/ TBT’s – with operational staff & management. Opportunity to share customer needs to all staff via Aurora.
• Work with the Planning Manager to create a long term strategy on our customer service approach and review milestones periodically
• Collaborate with the CLO in Scotland to ensure consistency to maximise Opus Group Performance on quality.
• Keep customers fully informed through progress of works.
• On completion of works ensure we have closed every opportunity to score 10/10 on BMCS survey.
• Complete customer close calls at end of project.

Attributes of ideal candidate

• Good Customer service skills, ability to build rapports with customers & stakeholders
• 5+ years’ experience working in Utilities (Power preferred)
• Team Player
• Ability to challenge & praise workforce at the right time
• Organised
• Can positively manage conflict
• Influencing skills & ability to defuse irate customers