Stakeholder Liaison Officer

**Stakeholder Liaison Officer**

**Job Purpose**

To maintain excellent relationships with key stakeholders, keeping them up-to-date with all Highway matters and provide an end to end customer experience

**Key Tasks and Accountabilities**
- Provide a professional and timely response to your Key Stakeholders (members, parishes and client) enquiries through all of our communication channels
- Take ownership of enquiries from initial contact through to resolution within agreed timescales and maintain a complete record of all contact within Salesforce
- Operate as the lead point of contact for any and all matters specific to your Key Stakeholders
- Build and maintain strong, long lasting and trusted relationships with your Key Stakeholders
- Respond to customer complaints with the aim to resolve at first contact where possible
- Show commitment to continuous development, to maximise your potential and ensure the efficient delivery of the Contact Centre service
- Attend regular Strengthening Local Relationship meetings with Key Stakeholders, feeding back information and updates
- Producing and circulating a ‘Monthly Update’ to all Members
- Attending Team Involvement Meetings regarding upcoming roadworks, contributing to the planning of works using local knowledge and previous customer concerns
- Researching and responding to written formal enquiries.

**Measures of Success**
- Feedback from progress meetings with Line Manager and colleagues
- Monthly reporting deadlines all met
- Customer/Client/Public Satisfaction results are analysed
- Relationships with Members are professionally developed

**Service Standards**
- Act with integrity and professionalism at all times
- Be open and honest in working relationships
- Flexibility and resilience
- Respect for confidentiality
- Be an ambassador for the business at all times.

**Additional Information**
- At all times adhere to company procedures with regard to health and safety and where applicable to ensure all team members do likewise.
- At all times to behave in a way that supports the company’s stated vision and values and where applicable to ensure all team members do likewise.
- This job may require working outside of normal office hours

**Person Specification**
- Grade C or above in English GCSE
- Use of CRM system such as Salesforce
- Strong computer literacy
- Member of appropriate professional body
- Knowledge of statutory obligations affecting the service
- Effective communication
- Time Management
- Organisational skills
- Accuracy/attention to detail
- Ability to work with mínimal supervision
- Demonstrated initiative
- Ability to work to deadlines
- Strong written English skills
- Strong knowledge of Microsoft Outlook
- Work under own supervision
- Active in looking at data to develop improvements
- Work in a team to deliver the service
- Constructively engage with people from all levels of East Sussex Highways to improve the service
- Previous good attendance.
- Experience within a customer service environment

**Desirable**
- Experience working for a local authority
- Knowledge on Highway issues.

**About Costain**

Costain helps to improve people’s lives with integrated, leading edge, smart infrastructure solutions across the UK’s energy, water, transportation and defence markets. We help our clients improve their business performance by increasing capacity, improving customer service, safeguarding security, enhancing resilience, decarbonising and delivering increased efficiency. Our vision is to be the UK’s leading smart infrastructure solutions company. We will achieve this by focusing on blue chip clients whose major spending plans are underpinned by strategic national needs, regulatory commitments, legislation or essential performance requirements. We offer our clients leading edge solutions that are digitally optimised through the following five services which cover the whole lifecycle of their assets: future-shaping strategic consultancy; consultancy and advisory; digital technology solutions; asset optimisation and complex programme delivery. Our culture and values underpin everything we do.

We welcome all applicants regardless of age, race, faith, sexual orientation, gender identity, gender expression, socioeconomic background and physical or neurological disabilities.

We welcome you to ask about the flexibility you need for dynamic working. Such as, working part-time, remote working, or compressed hours. In return, we will explore what is possible.

To find out more about our Inclusion strategy, please visit our ED&I page:
**Right to Work & Security Checks**

Understandably given the nature of our business, everyone who is employed at Costain must undergo thorough referencing checks. We will need different information depending on the job we have offered you. For all roles, we'll carry out a criminal record check and we’ll ask to see evidence that you have the legal right to work in the UK.

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