Customer Liaison Officer
2 weeks ago
A fantastic opportunity exists for Customer Liaison Officer who is seeking a new, long term opportunity working for a leading nationwide Engineering Consultancy. This contract is for twelve months with an opportunity of a permanent role.
The main purpose of the role will be to act as customer fronting ambassador relaying project information to residents and businesses affected by future upgrade works to their energy supply and working with stakeholders to resolve any issues that may arise.
The role will involve you being out and about conducting various sites visits, liaising with customers and operational teams across North London (Barnet / Enfield) and East Hertfordshire (Cheshunt, Hoddesden Hertford). A company vehicle and fuel card willbe supplied, along with insurance.
Laptop and mobile provided, administrative duties can be completed at home however you can attend a local office should you desire.
**Job Purpose**:
- Communicate directly with customers to inform, advise, and educate, and ensure that people are aware of the work we do, how it might affect them and, where necessary, to take responsibility for supporting them.
- Support the operational teams in their communications with customers and others.
- Be a leading advocate in the effort to maximise customer satisfaction and minimise customer complaints.
**Key Responsibilities**:
- Ensure each customer knows all relevant information relating to the project in hand.
- Identify customers who will require further assistance while work is ongoing and ensure there are structured handovers to the operational teams on site.
- Attend regular planning meetings, working with the local area to effectively plan customer contact schedule.
- Produce additional bespoke communications as and when required.
- Review complaint and enquiry statistics relating to their local area and teams, for knowledge sharing and performance improvement purposes.
- Ensure customers understand their rights with respect to the General Data Protection Regulations.
**Key Requirements**:
- Experience in a customer service role.
- Be confident in dealing with a wide range of people, internally and externally.
- Conscientious with the tenacity and resolve to see things through.
- Organised and punctual.
- Articulate and good at explaining things.
- IT literate, including Microsoft Office - Intermediate Word, Excel, Outlook and internet/intranet capabilities.
- Strong oral and written communication skills.
- Knowledge / experience of working in the utilities industry is desirable though not essential.
- **Full, valid UK driving licence.**
This role will consist of a 40-hr week, normally Monday to Friday, 8am to 5pm. Occassional evening telephone work required for which time off in Lieu will be given.
Field area to be covered are areas: North London (Enfield, Barnet) & East Hertfordshire
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