Customer Liaison Officer

1 week ago

Coventry, United Kingdom King Industries Ltd Full time

**Green Recovery Customer Liaison Officer**

**Business Area**:Green Recovery lead replacement

**Department**:Water Networks

**Location**:Coventry

**Role Objective**:

- The role of the Customer liaison officer is to ensure the effective communication between King Industries and Severn

Trent customers.
- Explaining the scheme so they are fully cohesive to what we are offering whilst delivering full compliance with all customers, regulatory and company standards when raising any remedial works.
- Proactively focusing on the needs of the customer by delivering a right first-time solution and implementing initiatives to save cost and minimise disruption.
- Taking ownership of customer issues, you will build relationships with internal and external stakeholders to facilitate the effective delivery of operational works whilst minimising the impact on our customers and their communities.
- Working in partnership with the Operational team to ensure all work promoted follows correct processes, keeping the customer informed through the whole process.

**Key Accountabilities**:

- Articulate to customer the legal paperwork which includes liabilities, guarantee’s, ownership & responsibilities of pipework
- Customer liaison, explaining the end-to-end process whilst being able to articulate the potential invasive work that will be required on their property whilst also being able to clearly articulate the benefits of this work.
- Own the customer experience to prevent complaints by proactively liaising with and resolving any onsite customer issues.
- Work with the Severn Trent Customer Liaison Offers to promote and inform customers of works, including the impact and benefit that this will have in their communities.
- Cleary able to articulate & demonstrate the benefits of the completed work to the customers ensuring the works are closed with no outstanding actions.
- Attend customer awareness events explaining the benefits of these schemes to our customers.
- Lead and promote a safe working environment whilst ensuring all quality standards are met.

**Experience**:

- **Experience with working within the customer sector**:

- **Able to work collaboratively with other stakeholders.**:

- **Proven experience of building and developing effective relationships with others**:

- **IT skills**

**Capabilities**:

- **Excellent communication skills both verbal and written**:

- **Good attitude to lead by example**
- **Ability to work as part of a team**:

- **The ability to plan and organise your own working day**:

- **Excellent time management**:

- **Have empathy for the customers situation**:

- **Work with the best interest of both customer and company**:

- **The ability to work under pressure in times of high work volume to add value to the customer at all levels.**:

- **The ability to proactively diagnose and solve problems to give a right first-time solution.**:

- **The ability to effectively communicate and negotiate to achieve a desirable outcome.**:

- **Actively seek feedback and challenges where appropriate. Make tough decisions and take ownership of the consequences.**:

- **The ability to forge strong and effective working relationships with client and colleagues.**:

- **Self-motivated and committed to customer.**:

- **Flexible approach to working overtime as required**

**Qualifications**:

- Customer interface experience
- Full Driving license

**Salary**: £24,000.00-£27,000.00 per year

Schedule:

- Monday to Friday

**Experience**:

- Customer service: 1 year (preferred)

Work Location: On the road

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