Customer Liaison Officer
7 days ago
*Van and fuel card included for this position
**Our Company**
Since its formation in 2000, Network Plus Group has gone from strength to strength following successful contract awards and acquisitions. The Group comprises Network Plus Services, Go Traffic Management, Capital Traffic Management, EOS and Network Plus Multi Utility.
Network Plus is now one of the UK’s leading utility and infrastructure providers, with offices and depots stretching from Carlisle to the South coast. We deliver services to clients and the public 24/7/365.
Core services include repair, maintenance, construction and installation of utility and infrastructure assets. We provide traffic management through our sister businesses; Go Traffic Management and Capital Traffic Management. Vegetation management and tree cutting activities are provided through EOS Contracting.
We pride ourselves on hiring and retaining fantastic people. We aim to be inclusive and respectful in the way we develop our people.Reporting into the Head of Customer Experience & Transformation, the Customer Liaison Officer’s purpose is to effectively manage customer engagement and ensure the customer and client are kept informed about works taking place.
**Our Role**
They 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.
- Coordinate and support LDP Lasting Impression and Community Social Value events.
**Key Measures**
- Effective CARE completion on all projects
- D+1 % contact close out support
- 80% Walk Off completion (successful visits & score captured)
**Key Competencies**
**Leadership** - Act as an Ambassador promoting the CMO Customer minimum standards
**Health, Safety & Environment** - Report / escalate 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 gas industry is desirable. Able to use digital devices and built in apps. Able to prioritise tasks and work independently
**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.
**Health and Safety**:
- Visit and walk each site before work commences to identify potential risk and when sites closed.
**Financial / Operations**:
- Track customer experience KPI’s and compile monthly 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.
**People / Organisation**:
- Support and reflect the ‘One The Company’ culture within the business.
- Deliver on-site coaching and training of construction teams on our customer focused behavioral standards.
**Job Types**: Full-time, Permanent
Schedule:
- Monday to Friday
**Experience**:
- Sales: 1 year (preferred)
Work Location: On the road
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