Senior Customer Experience & Projects Lead

Opus Group Ltd; 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

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