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Customer Liaison Officer
3 months ago
**Customer Liaison Officer**
Main responsibilities:
- 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 Business Director 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 down calls at end of project.
**Key Clients; SP Energy Networks, Power On, Energetics, HVSS**
- 5+ years’ experience working in Utilities (Power preferred)
- Team Player
- Strong decision maker
- Ability to challenge & praise workforce at the right time
- Good communication skills
- Organised
- Can positively manage conflict
- Influencing skills & ability to defuse irate customers
- Good Customer service skills, ability to build rapports with customers & stakeholders
Opus Utility Solutions Ltd
Kenyon Railway Junction, 01617110830
Wilton Lane,
Culcheth, Warrington.
WA3 4BD
Registered in England & Wales No 04462504
Internal Use
**Salary**: £20,000.00-£25,000.00 per year
**Benefits**:
- Company car
- Company events
- Company pension
Schedule:
- 8 hour shift
- Monday to Friday
**Experience**:
- Sales: 1 year (preferred)
Licence/Certification:
- Driving Licence (preferred)
Ability to Commute:
- Scotland (required)
Ability to Relocate:
- Scotland: Relocate before starting work (required)
Work Location: In person
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