Customer Liaison Officer

**Responsibilities**
- Follow, complete and champion the CARE process at the start and end of each project, visiting all customer properties.
- Ensure each customer knows all relevant information relating to the project in hand.
- Comply with the requirements of the CARE app and ensure it is properly and honestly completed.
- Attend stakeholder events prior to project start date
- Identify customers who will require further assistance while work is ongoing and ensure there are structured handovers to the operational teams on site.
- Build relationships with Ops teams and LDP’s
- Coach operatives on the CARE process and CARE app.
- Complete Priority Services Register requirements.
- Review CSAT, complaint and enquiry statistics relating to their local area and teams, for knowledge sharing and performance improvement purposes.
- Take on multiple task and ensure they are properly prioritised and balanced.
- Ensure customers understand their rights with respect to the General Data Protection Regulations.
- Operational and technical leadership
- The customer liaison officer needs a good understanding of core customer values and behaviours, ensuring they not only exemplify them but encourage others in the business to do so as well.
- Actively support Cadent’s customer strategy and the local customer action plans.
- Ensure that all customer actions are aligned with the customer strategy and action plans.
- Engage, include, understand and respond to customers in a timely manner.
- Respect customers’ busy lives and make sure promises are delivered.
- Encourage, support and celebrate doing the right thing for our customers.
- Commit to putting customers first and achieving high levels of service and satisfaction.
- Empathise and see someone else’s point of view - be patient and attentive, with good active listening skills.
- Recognise and adapt to individual needs.
- Adopt positive language and a ‘can do’ approach to customer challenges.

**Corporate leadership**
- Live up to the expectations of the business with respect to its systems and processes, its behaviours, values and wider business themes, and demonstrate an ability to manage upwards as well as downwards if the approach of others is not in line with these.
- Develop robust relationships with managers and leaders across the business and in the client organisation.
- Act as a role model for excellence, entrepreneurship and collaborative working.

**Personal leadership**
The customer liaison officer must:

- Have an ability to build relationships inside and outside of the business at all levels; to reach out to people; to be a team player; to be collaborative and sharing
- be quietly persuasive and influential in promoting their ideas

show emotional control and thrive when under pressure, staying calm
- be predisposed to action and getting on with things
- be analytical with an ability to assess/defuse different situations and problems, and coming up with solutions
- be adaptable and flexible in their dealings with others, naturally understanding the need to negotiate, accommodate, to respond to new business priorities and to accept that change is a constant
- be courageous when necessary, standing by personal views and Cadent’s principles and values, even when this runs contrary to others’ views and behaviours
- be confident in dealing with a wide range of people, internally and externally.

**General requirements**
- Experience in a customer service role.
- Conscientious with the tenacity and resolve to see things through.
- Organised and punctual.
- Articulate and good at explaining things.
- Thorough, with good record keeping.
- 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.
- Full, valid UK driving licence.

**About Costain**

Costain helps to improve people’s lives with integrated, leading edge, smart infrastructure solutions across the UK’s energy, water, transportation and defence markets. We help our clients improve their business performance by increasing capacity, improving customer service, safeguarding security, enhancing resilience, decarbonising and delivering increased efficiency. Our vision is to be the UK’s leading smart infrastructure solutions company. We will achieve this by focusing on blue chip clients whose major spending plans are underpinned by strategic national needs, regulatory commitments, legislation or essential performance requirements. We offer our clients leading edge solutions that are digitally optimised through the following five services which cover the whole lifecycle of their assets: future-shaping strategic consultancy; consultancy and advisory; digital technology solutions; asset optimisation and complex programme delivery. Our culture and values underpin everything we do.

We welcome all applicants regardless