Senior Customer Liaison Officer
3 weeks ago
**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 manage the field-based Trinity Customer Team, ensuring Customer Excellence is achieved for all operational activities, including proactive stakeholder engagement, enquiries and customer complaints. You will work closely with our Customer Contact Centre Teams, Design & Planning Team and Operational Teams, ensuring you react swiftly to programme changes and revisions, prioritising the reallocation of workload and managing the resource. The key purpose of this role is to deliver exceptional standards of customer service.
You will effectively manage all Customer interactions, enquiries and complaints, ensuring compliance with regulatory standards. 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.
**Location: Midlands**
**Salary**: Up to £28000
**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**:
- Manage the performance of the Customer Leads and oversee the delivery of all Customer related activities.
- Responsible for managing programme changes in collaboration with the Design and Planning Team. Ensuring effective governance is in place to manage the impact on the customer.
- Support the delivery of all Customer CARE activity including pre, during and post field-based activity where required.
- Manage complaints allocation and prioritisation, ensuring efficient and effective management of all Customer enquiries and complaints.
- Responsible for compliance with GSOP regulatory performance and driving performance improvements concerning complaint handling and resolution.
- Champion 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.
- Analyse complaints and carry out root cause analysis and identify lessons learnt activities, to drive performance improvements and greater customer satisfaction.
- Champion the Customer Excellence CARE programme throughout the organisation and partner organisations (LDPs).
**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.
- Strong organisational skills
- People management
- Empathy
- Conflict resolution
- Accuracy
- Adaptability
- Assertiveness
- Strong interpersonal skills
- Confidence
- Diplomacy
- Negotiation
- Prioritisation of workload/ resource
**Knowledge, experience, and qualifications required**:
- Proven experience of managing a field based team.
- Track record of developing and maintaining successful working relationships with key internal and external colleagues.
- 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.
- Clean driving licence
- 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 £28,000.00 per year
Schedule:
- Day shift
- Holidays
- Monday to Friday
- Overtime
Work Location: On the road
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