Customer Liaison Officer

Lanes Group; Sheffield (TX); On-site; USD 38,000 - 40,000; Full time

Benefits offered by this job

25 days holiday

Bank holidays

Job summary

Lanes Group plc is recruiting a Customer Liaison Office to support our Yorkshire Water contract, focusing on keeping customers informed about planned and reactive works. You will collaborate with Planners and Customer Excellence Partners to feed back information and ensure a smooth customer journey.

Based in Sheffield/Bradford, the role offers Monday–Friday 40 hours, 28k–30k salary, and an opportunity to contribute to AMP8 objectives while delivering excellent service to clients and the public.

Qualifications

• Excellent verbal and written communication skills.
• Active listening and strong interpersonal abilities.
• Patience and ability to stay calm in stressful situations.
• Experience in customer service within utilities is desirable.

Responsibilities

• Liaise with customers to inform them about planned and reactive works.
• Coordinate with Planners and Customer Excellence Partners to feed back updates.
• Update customer information in the company CRM system.
• Handle customer enquiries and manage complaints within SLAs.
• Perform administrative tasks as directed by the Customer/Planning Manager.
• Collaborate to improve the customer journey.

Skills

Excellent verbal communication

Written communication

Active listening

Interpersonal skills

Calm under pressure

Job description

We are thrilled to announce a major contract win with Yorkshire Water, supporting them in proactively and reactively maintaining their Wastewater Network for the next five years and beyond!

We are currently recruiting for a Customer Liaison Office to join our team within the Yorkshire Water Capitol Projects Framework. This is a fantastic opportunity to start a rewarding career with Lanes Group, working closely with one of our most exciting clients and contributing to their AMP8 objectives.

About The Role

You will be liaising with Yorkshire Water customers to ensure they are kept informed and up to date on any work that will be taking place within their area. Within this role, you will be liaising extensively with our Planners and Customer Excellence Partners to ensure that all work that will be performed is fed back to customers, to ensure that they have the best customer journey.

Key Responsibilities

• Working with operational and planning teams to resolve all customer/client queries, ensuring our clients/customers are satisfied with the outcome.
• Updating customer information on the company’s customer management systems
• To handle customer enquiries as well as managing complaints and issues
• To respond to all customer complaints within the agreed service levels of agreement
• Performing administrative tasks as assigned by the Customer/Planning Manager
• Working with the team to improve the customer journey

About You

• Excellent verbal, written and communication skills
• Active listening skills
• Patience and ability to remain calm in stressful situations
• Excellent interpersonal skills
• Ability to accept criticism
• Experience working within a customer service role, especially within the utilities industry is highly desirable.

Working Hours & Location

• £28k - £30k (Depending on suitability)
• Hours of Work Monday to Friday 40 hours 8 – 4:30
• Location: Sheffield / Bradford
• 25 days holiday + Bank holidays

Why Join Lanes Group?

At Lanes Group, Nothing Is More Important Than The Health, Safety, And Well-being Of Our People And Customers. As The UK’s Largest Independent Specialist Infrastructure Delivery Partner, We

• Have a turnover exceeding £530 million (EBITDA £45 million)
• Employ over 4,000 brilliant people nationwide
• Operate through a countrywide network of operational locations

At Lanes Group, we are dedicated to fostering a diverse and inclusive workplace where everyone feels valued and empowered. We believe that our differences make us stronger and are committed to providing equal opportunities for all employees. We welcome and encourage applications from individuals of all backgrounds, including those from underrepresented groups.

Join us and be part of a team that makes a real impact!