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Customer Excellence Liaison Officer

2 weeks ago

Walton le Dale PR BP, United Kingdom Sapphire Utility Solutions Full time £20,000 - £28,000 per year

The Lanes Group are the UK's largest independent provider of water and wastewater solutions and services, we play a vital role in always maintaining the seamless operations of the nation's water systems. Established in 2013, Sapphire Utility Solutions has quickly become the partner of choice for many clients across the UK in our chosen markets.

Proactive Customer Excellence Liaison Officer

  • Salary: Up to £28,000pa dependent on experience
  • Location: Head Office, Preston, Bamber Bridge
  • Working hours: Monday to Friday 40 hours per week
  • Role: Field-based with customer visits across the Northwest area

Overview:

We are currently seeking a proactive and dedicated Proactive Customer Excellence Liaison Officer to join our team at our head office in Preston, Bamber Bridge. This role will require you to be the first point of contact for customers, both on-site and remotely, ensuring that they receive exceptional service during all stages of the work. You will work closely with our operational teams to maintain a seamless and professional customer experience.

Role Purpose:

As a Proactive Customer Excellence Lead, you will manage and coordinate all customer-related activity in the field. The key objective of your role will be to ensure every customer has a smooth, efficient, and positive journey throughout the project. You will proactively monitor customer communication, provide updates during the work process, and manage customer concerns, preventing any complaints or escalations. You will also support operational teams with coaching and feedback to ensure that customer excellence is at the heart of every interaction.

Key Activities:

  • Customer Liaison: Proactively support priority customer activities, ensuring smooth communication and service delivery.
  • Customer Lead on Site: Act as the customer lead during on-site visits and assist operational teams in demonstrating a customer-centric approach.
  • Managing Enquiries and Complaints: Resolve customer issues and complaints efficiently while keeping the customer informed.
  • Customer Communication: Make outbound calls or conduct customer visits to provide pre-works advice and obtain customer consent.
  • Customer Satisfaction Closure Calls: Ensure that customers are satisfied with the work by conducting closure calls.
  • Data Analysis: Analyse customer data to identify trends, best practices, and areas for improvement.
  • Customer Compliance Audits: Conduct audits to ensure that all works meet customer expectations and company standards.
  • Training and Development: Contribute to the design and delivery of team training sessions to reinforce the Customer Excellence CARE program.

Accountabilities:

  • Customer Enquiry and Complaint Management: Ensure all customer enquiries and complaints are handled effectively.
  • On-site Customer Visits: Conduct on-site visits to meet with customers, gather feedback, and resolve issues.
  • Customer Consent and Communication: Lead customer communications, including consent collection for visits and providing updates.
  • Operational Support: Work closely with operational teams to ensure a customer-first approach is maintained throughout the process.
  • Customer Training Delivery: Lead training sessions and toolbox talks to ensure customer excellence is embedded within the team.
  • Customer Compliance Monitoring: Monitor customer compliance and ensure operational practices are aligned with customer-focused delivery.
  • Reviews and Recommendations: Analyse customer satisfaction reviews and collaborate with management to drive service improvements.

Experience:

  • Proven track record of delivering outstanding customer service and experience.
  • Previous experience working in a field-based role that involved direct customer interaction.
  • Demonstrated ability to meet performance targets while maintaining exceptional customer satisfaction.
  • Able to adapt to changing business needs and customer expectations.
  • Proficient in interpreting data and reports to challenge and improve performance.
  • Experienced in designing and delivering training sessions.

Key Requirements:

  • A clean, full driving license is required
  • Fully proficient in Microsoft Office applications

This position is open to Internal and External candidates. Any internal candidates currently employed within a division of the Lanes Group must complete an Internal Application form and submit to recruitment.

Benefits:

  • Company van provided
  • 20 days of holiday plus bank holidays
  • Pension scheme
  • Death in service benefit

The Lanes Group plc comprises of a range of established service providers subsidiaries, which complement the specialist service of Lanes, by both work type and geography. Increasing our overall capability, assets and offering to our customers.

Lanes -

Lanes I - https://lanes-

SUS -

Clearflow -

AQS -

We are an equal opportunities employer and welcome applications from under-represented members of the community

Strictly no agencies please

LAN

Job Types: Full-time, Permanent

Pay: Up to £28,000.00 per year

Benefits:

  • Free parking
  • On-site parking

Work Location: In person