Customer Liaison Officer

3 weeks ago

West Midlands, United Kingdom Sapphire Utility Solutions Full time

**Trinity is a 10-year joint venture between global knowledge enterprise Enzen and Sapphire Utility Solutions. The partnership's mission is to enable Cadent, the UK's largest gas distribution network, to deliver a safer, more resilient and more sustainable gas system to communities in the West Midlands for generations to come.**

**Through a best-in-class operating model, digital transformation and innovative solutions in process efficiency, Trinity will replace more than 300 kilometres of assets every year for the next decade, enhancing Cadent’s mains and service network infrastructure and achieving long-term value for consumers**.

**About the Role -**:
To be the field-based Trinity Customer Lead, working closely with our Operational and Customer Contact Centre Teams, the key purpose of this role is to deliver exceptional standards of customer service. Effectively managing all Customer interactions, enquiries and complaints, this role requires a dedicated and empathetic Customer focussed approach to ensure ‘CARE’ is at the heart of everything we do. You will assist the Operational Teams by coaching and demonstrating exceptional service delivery, striving to achieve outstanding Customer Satisfaction scores and overall Customer Excellence. Due to the nature of the role travelling throughout the midlands area is essential. Driving confidence is curtail, a company vehicle will be provided for work purposes only.

**Location: Midlands**

**Salary**: Up to £25000

**Hours of Work**: Monday to Friday 8:30am - 5:30pm

**You will be required to partake in a rotating on call standby service to take essential business critical calls for approximately one weekend every two months - you will be compensated £250 with addition pay should you be required to visit site during the call out period ( days only)**

**Responsibilities - but not limited to**:

- Conducting all Customer CARE activity including pre, during and post field-based activity.
- Efficient and effective management of all Customer enquiries and complaints.
- Being the Customer lead on site and ensuring our Operational Teams demonstrate our CARE and Customer Excellence approach.
- Analyse Customer detail and data to understand and recommend key trends for best practice and areas for improvement.
- The design and delivery of Team training sessions to drive our Customer Excellence CARE programme.

**What we are looking for**:
We welcome employees from a diverse background. We treat people equally from all walks of life and welcome hard-working individuals who want to become part of the Sapphire family.
- Empathy
- Conflict resolution
- Accuracy
- Adaptability
- Assertiveness
- Strong interpersonal skills
- Confidence
- Diplomacy
- Negotiation

**Knowledge, experience, and qualifications required**:

- Demonstrable track record in delivering a proactive Customer Experience.
- Previous experience in working closely with Customers (preferably within a field-based role).
- Able to demonstrate working to and achieving performance targets and exceptional Customer satisfaction.
- Able to demonstrate a flexible approach that adapts to changing business and Customer needs
- Ability to compile, interpret and challenge analytical data/reports.

Confident in the design and delivery of coaching / training sessions.
- Driving Licence is essential for the role
- Customer Service qualification

**What we offer**:

- Vehicle for work use
- Modern head office with rest areas and refreshment facilities
- 25 days holidays plus bank holidays
- Death in Service/Pension Scheme
- Car Parking at head office site
- Perkbox (wide range of discounts for shopping)

**Job Types**: Full-time, Permanent

**Salary**: Up to £25,000.00 per year

Schedule:

- Day shift
- Holidays
- Monday to Friday
- Overtime

Work Location: On the road

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