Customer Liaison Officer

Trinity has an exciting opportunity for a Customer Liaison Officer. You will join us on a full time, permanent basis and in return you will earn a competitive salary.

Trinity is a 10-year joint venture between global knowledge enterprise Enzen and Sapphire Utility Solutions. The partnership's mission is to enable Cadent, the UK's largest gas distribution network, to deliver a safer, more resilient and more sustainable gas system to communities in the West Midlands for generations to come.

Through a best-in-class operating model, digital transformation and innovative solutions in process efficiency, Trinity will replace more than 300 kilometres of assets every year for the next decade, enhancing Cadent’s mains and service network infrastructure and achieving long-term value for consumers.

**Role Purpose**

To be the field-based Trinity Customer Lead, working closely with our Operational and Customer Contact Centre Teams. The key purpose of this role is to deliver exceptional standards of customer service.

Effectively managing all Customer interactions, enquiries and complaints, this role requires a dedicated and empathetic Customer focussed approach to ensure ‘CARE’ is at the heart of everything we do.

You will assist the Operational Teams by coaching and demonstrating exceptional service delivery, striving to achieve outstanding Customer Satisfaction scores and overall Customer Excellence.

We are looking for someone who can manage their own workload, has strong attention to detail, ensures deadlines and outcomes are delivered on time and to a high standard and is able to use their knowledge and skills to coach others and give reliable and practical advice.

The role also includes the need to ensure the governance and control of processes and procedures to provide the necessary level of assurance to the organisation.

**Key Responsibilities**
- Conducting all Customer CARE activity including pre, during and post field-based activity.
- Efficient and effective management of all Customer enquiries and complaints.
- Being the Customer lead on site and ensuring our Operational Teams demonstrate our CARE and Customer Excellence approach.
- Analyse Customer detail and data to understand and recommend key trends for best practice and areas for improvement.
- To build effective and robust relationships with all stakeholders in order to promote improved outcomes for the business.
- To maintain professional knowledge and expertise in the area of governance and assurance across the Customer Excellence team.
- To provide timely reports as set out within the governance framework.
- To be adaptable, flexible and approachable and be able to challenge views and work practices in a credible and professional manner.
- Undertake independence governance and assurance checks, identifying any gaps and relevant action plans to address these gaps.

**Experience**
- Demonstrable track record in delivering a proactive Customer Experience.
- Previous experience in working closely with Customers (preferably within a field-based role).
- Able to demonstrate working to and achieving performance targets and exceptional Customer satisfaction.
- Able to demonstrate a flexible approach that adapts to changing business and Customer needs
- Ability to compile, interpret and challenge analytical data/reports.
- Confident in the design and delivery of coaching / training sessions.
- Ability to compile, interpret and challenge analytical data/reports.
- Confident in the design and delivery of coaching / training sessions.
- Ability to identify and focus on customers and stakeholders needs
- Sets high standards for quality and quantity
- Able to plan own activities well in advance whilst being able to adapt to urgent project changes.

**Skills**
- Empathy
- Conflict resolution
- Accuracy / Attention to detail
- Adaptability
- Assertiveness
- Strong interpersonal skills
- Confidence
- Diplomacy
- Negotiation skills
- Ability to manage own time effectively
- Monitors performance against deadlines and milestones
- Monitors and maintains quality and productivity
- Works in a systematic, methodical and orderly way
- Consistently achieves project goals
- Ability to use data to articulate performance and delivery action plans

**Desirable**
- Customer Service qualification
- Knowledge of governance and assurance frameworks

**Essential**
- Clean Driving Licence. A company van will be provided for work use only.

If you have the skills, experience and drive to become our **Customer Liasion Officer**, why not click** ‘apply’ **today. We’d love to hear from you