Customer Liaison Officer

2 months ago

Barnstaple, United Kingdom South West Water Full time

At
**South West Water** we believe that the strongest businesses are built on solid, stable foundations - with a vision and a culture that gives them the freedom to change, improve and innovate.

We’re proud to be responsible for providing reliable, efficient and high-quality drinking water and wastewater services for the beautiful South West area.

And we have huge ambitions.

Not only are we committed to reaching net-zero by 2030, but we’ve also partnered with wildlife charities, National Parks and local partners to help ensure a better future for generations to come.

So, if you want to be part of a diverse team where opportunities flow and fresh ideas are welcomed, #JustAddWater.

**Are you passionate about building effective relationships with key stakeholders and delivering consistently excellent service to customers? Do you want to be a role where you can identify change and deliver results?**

South West Water are dedicated to continue to make the water supply as healthy as possible by working on the Green Recovery, Smarter Healthier Homes (SHH) programme. An important part of this work will focus on the removal of lead pipes from supply by replacing or lining pipes made of lead. As we move into this exciting new phase, you’ll be joining us as we enter a time of innovation by working with our customers on upgrading water supplies and improving the quality of drinking water.

For further information on lead pipework, please visit our webpage:
**About the role**:
We currently have a fantastic opportunity available for a
**Customer Liaison Officer (Green Recovery, Smarter, Healthier Homes) **to join our team based in
**Devon, travelling between Exeter and Barnstaple when required**. You will join us on a
**full-time, permanent basis,** and in return, you will receive a competitive salary of
**£26,750 per annum**
**+ a range of excellent company benefits, rewards and a job need van.**

As the Customer Liaison Officer (CLO) your main objective will be to promote the benefits of our Healthier, Smarter, Homes programme and promote the South West Water brand, whilst working with the Customer Service function. You will be working with groups of customers in the community, resolving customer queries to their satisfaction and co-ordinating resolutions between customers and the programme delivery partners, as well as directing customers to our support Tariffs.

The CLO will be expected to manage queries associated with SMART Meter technology, private customer supply pipe ownership and lead replacement. This will include visiting customers both on a one-to-one basis and in groups where their presence would benefit the programme, customer experience and deliver enhanced levels of trust and engagement to support with customer queries or concerns.

**What you’ll be doing**:

- Ensure health and safety policies, standards and procedures are adhered to at all times
- Promote and provide a point of engagement for the removal of lead services. This will also require Industry leading levels of communication and empathy as well as co-ordination across multiple Internal and external stakeholders, Including the Customer Team, the programme team and the programme delivery team
- Promote and provide a contact point where necessary for private supply pipe repairs. This will require Industry leading levels of communication and empathy as well as co-ordination across multiple Internal and external stakeholders, Including the Customer Team, the programme team and the programme delivery team
- Promote the benefits of Metering and SMART Metering, after training, in local forums, Council Meetings and through local support frameworks.
- Follow through on committed actions ensuring promised timescales are met and customers are kept informed.
- Visit customers where necessary to assist in mitigating or resolving a complaint or escalating issue, Handle escalations identified managing the customer to resolution.
- Support the Customer Team by providing comments and advice in order to resolve customer queries in the most effective way
- Ensure compliance with company policies, standards and procedures at all times.
- Be able to sign post customers to our Priority Services and Support Tariffs and effectively co ordinate with key stakeholders such as the Citizens Advice Bureau, Social Housing Associations etc.
- Identify opportunities to increase customer engagement and trust both with the brand and with the Green Recovery programme and support the delivery of CMex
- Liaise with SWW field staff and partners in the resolution of operational contacts.
- Where an operation event or incident occurs provide support to Operations, duties may include visiting customers ensuring all their needs are met through the event. Provide onsite support in the distribution of any advice notices. Provide an onsite South West Water presence to help customers with any problems arising from the event locally.
- Build effective and long term relati

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