Customer Experience Coordinator

3 weeks ago

South Sea, United Kingdom VolkerWessels Full time

Working within the Customer and Stakeholder function, you will be responsible and accountable for the delivery of all customer and stakeholder actions relating to the project. You will coordinate the customer and stakeholder actions through the design phase into the construction phase ensuring all actions are monitored and closed out. This will be in line with the project programme ensuring we are delivering on business agreed KPI’s. You will work closely with the delivery team and design team to ensure you have all the relevant information required for the customer and stakeholder activities ensuring a seamless approach which is closely monitored from start to finish.

**Key accountabilities**:

- Attend pre-start, project update meetings, business collaboration meetings providing input and support
- Contribute to development and manage detailed communications plan; customer literature, on site set up, media
- Ensure site is set up in accordance with branding guidelines; improve perception of VolkerStevin/Client through on-site customer communications and branding
- Ongoing proactive customer communication; face to face, letter, postal surveys, media
- Conduct regular customer site appraisals; coaching operations to ensure customer is considered in their daily activities and provide coaching on how to communicate with members of the public
- Achieve agreed key performance indicators that meet both customer and business requirements.
- Resolve & manage all unwanted contacts/complaints in a professional manner and to agreed SLA’s
- Share good news stories and promote the use of the WOW Awards/Considerate Constructor.
- Establish and develop effective stakeholder relationships both internally and externally.
- Maintain documents, records, and files in line with the Company standards and requirements.
- Plan in and arrange key events on the project e.g. open days/information and consultation events

**Skills & experience**:

- Proven experience in delivering an end-to-end customer and stakeholder experience, including face to face communication.
- Experience in communicating both written and verbally with wide audiences
- Ability to identify critical areas of the project
- Ability to seek out new opportunities for cost/time savings and efficiencies within the third party function.
- Ability to manage time and resource efficiently across multiple projects and third-party requirements
- Champions empathy and a flexible approach that adapts to customer and stakeholder requirements.
- Solution driven - have the ability to influence key players.
- Ability to interpret and challenge analytical data and reports using sound commercial judgement.
- Ability to organise self and others, manage multiple activities/tasks and take a long-term view in relation to immediate requirements
- Articulate, personable, professional, presentable and supportive.
- Computer literate: including Excel, Word & PowerPoint.
- Self manages with excellent communication and organisational skills.
- Confident, takes charge and acts calmly and rationally in stressful situations.
- An enthusiastic team player
- Experience working in a heavily regulated background
- Construction/Utility Experience - A clean driving license and willingness to travel are also essential

**Location**:
South Sea / Coastal

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