Customer Liaison Officer

1 month ago

Lincoln, United Kingdom Network Plus Full time

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.

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 competancies

**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

**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

**Salary**: £24,000.00-£25,000.00 per year

Schedule:

- Monday to Friday

**Experience**:

- Sales: 1 year (preferred)

Work Location: On the road

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