Customer Liaison Officer

**Sapphire Utility Solutions are a leading provider of award-winning services to the clean water, wastewater, gas, digital networks and highways sector. Established in 2013, we have quickly gone from strength to strength and continue to grow.**

We are currently seeking a Customer Excellence Liaison officer, to join our friendly and dedicated team at our head office in Preston, Bamber Bridge. This role is based on site and off site visiting customers throughout the Northwest area.

**Role Purpose**

To be our proactive **‘field-based’** Customer Excellence Lead.

The key objective of this role is to proactively support all field-based customer activity to ensure all customers encounter a seamless, professional and efficient customer journey. Working closely with both our Operational Teams, the key purpose of this role is to effectively manage all Customer activity and communication during our works, ensuring the Customer is consistently updated throughout all stages of the work. You will also be responsible for the effective management and resolution of all enquiries, mitigating any escalations or complaints.

Being the field-based first point of contact for all Customers, this role requires a dedicated and empathetic customer focussed approach to ensure ‘CARE’ is at the heart of everything we do.

Being our proactive Customer lead you will also monitor the activity being conducted to ensure it is Customer focussed and address any issues which may arise. Therefore, there is a requirement to support our Operational Teams by providing coaching and feedback, to ensure exceptional service delivery is delivered by everyone and reflected in our overall Customer Satisfaction scores.

**Key Activities**
- Liaising and proactively supporting all priority customer activity.
- Being the customer lead on site and supporting our Operational Teams so they demonstrate our CARE and Customer Excellence approach.
- Efficient and effective management of all customer enquiries and complaints.
- Conducting all customer communication activity by outbound calling or customer visits to provide pre-works advice and customer consent.
- Conducting customer satisfaction closure calls.
- Analysing Customer detail and data to understand and recommend key trends for best practice and areas for improvement.
- Conducting on site Customer audits to ensure all works are ‘Customer compliant’.
- Contribute to the design and delivery of Team training sessions to drive our Customer Excellence CARE programme.

**Accountabilities**
- Effective management and resolution of Customer enquiries and complaints.
- Conducting Customer site visits.
- Conducting outbound calls to gain Customer consent for visits.
- The key point of contact and ‘Customer lead’ for all Customers liaising with our Operations Teams to ensure all issues are efficiently resolved to the Customers satisfaction.
- Delivery of training sessions and Operational ‘Tool-box’ talk sessions, to consistently drive the key themes and present our performance.
- Customer compliance lead - be the Customer ‘monitor’ for our customers and ensure our ways of working are fully customer focussed.
- CMEX review and recommendation, working with our Customer Delivery Managers to drive exceptional Customer delivery.

**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 achievement of 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.

**Key skills**:

- Professionalism
- Empathy
- Highly organised.
- Able to effectively develop strong working relationships.
- Able to manage conflict resolution
- Diplomacy, and negotiation skills

**Key Requirements**

**Essential**
- Clean Driving Licence

Hours of work - Monday to Friday (office hours)

Company van provided

20 days holiday plus bank holidays, pension scheme and death in service benefit

**Job Types**: Full-time, Permanent

**Salary**: £25,000.00 per year

**Benefits**:

- Company car
- On-site parking

Schedule:

- Day shift
- Monday to Friday
- No weekends

Ability to commute/relocate:

- Preston, PR5 6BQ: reliably commute or plan to relocate before starting work (required)

**Education**:

- A-Level or equivalent (preferred)

**Experience**:

- customer service: 1 year (required)

Reference ID: dd/deds