Customer Liaison Officer

7 months ago


March, United Kingdom Prestige Pipelaying Full time

To effectively manage customer engagement and ensure customers and the client are kept informed about works taking place.

Principal Accountabilities
- Ensure a customer service culture is adopted throughout the teams.
- Carry out measurable customer feedback activities - including surveys and courtesy calls. Convert feedback into actions.
- Track customer experience KPI’s and compile monthly reports.
- Take ownership of activities necessary to achieve exceptional customer feedback and customer satisfaction score.
- Implement the customer experience strategy.
- Proactively shape improvements to the customer experience and service.
- 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 enquires and complaints on a Day+1 basis by liaising with customer call center 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.
- Liaise with the Project manager to understand which projects require a CLO on site.
- Visit and walk each site before work commences to identify potential risks and following work completion.
- Deliver on-site coaching and training of construction teams on our customer focused behavioural standards.
- Use initiative, prioritise workload and work unsupervised.

**Salary**: £30,000.00 per year

**Benefits**:

- Company events
- Company pension
- On-site parking

Schedule:

- Holidays
- Monday to Friday

Supplemental pay types:

- Performance bonus

Ability to commute/relocate:

- March: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Customer relationship management: 1 year (preferred)

Licence/Certification:

- Driving Licence (required)

Work Location: In person



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