Customer Liaison Officer

7 days ago

Peterborough, United Kingdom M Group Services Full time

Milestone Infrastructure are delivering a 15-year Term Maintenance Contract (TMC) contract with Peterborough City Council to carry out highways maintenance and improvement schemes within the City of Peterborough. The contract commenced in Sep 2013 and includes the delivery of individual projects between the values of £0.5m to £5m

**Role Profile**:
**Key responsibilities**:

- Act as point of liaison between local businesses / community and the project to promote project activities
- Arrange communication to local businesses at start of project, and where appropriate during the project term
- Manage and respond to any enquiries resulting from local business communications
- Own and manage the Customer Liaison inbox for the projects they are working on
- Deal with any enquiries and complaints from Members of the Public and resolve at the earliest opportunity, including working with other project staff to obtain the required information or resolution
- Meet with Members of Public (MOP) and client on site to resolve issues, if required
- Liaise with Peterborough City Council (Communications team) to ensure and public information about the project is distributed promptly and clearly through the correct channels.
- Work with Site Agent / Site Manager to ensure any changes of site / Traffic Management (TM) layout during works phases are communicated to Streetworks team and PCC Comms where appropriate.
- Produce monthly ‘Public Realm’ type newsletter/report of project progress for distribution within Peterborough Highway Services and PCC
- Provide any other required monthly reports required by Project Manager/Project Director
- Attend and participate in internal management and site meetings
- Work with Site Agent / Site Manager to ensure 24 hour contact lists for Central Service Control are up-to-date
- Any other requirement deemed suitable by the Projects Team including assistance with monthly progress report preparation and presentation and general admin duties

**Success Measures**
- Effective management of public communication within a timely manner
- Visits to MOP/ businesses who would prefer a face to face liaison

**Skills and experience**
- Driving licence
- Good communication skills
- Personable manner to suit working with the public
- Good use and understanding of Microsoft Word

**Core Competencies**

To ensure you’re successful in the role you’ll need to be able to demonstrate the following qualities and attribute:

- Committed to caring for people’s safety
- Excellent communication skills - verbal and written - to ensure clarity in all situations and to effectively influence client decision making.
- Flexible - willing to adapt to change and proactive in looking for better ways of delivering the service

***What’s in it for you?**
- 28 days' annual leave plus 8 days' bank holiday (pro-rata)
- Generous Pension scheme
- Flexible working hours
- Ride to work scheme
- Employee Discount Platform

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