Customer Liaison Officer

**Customer Liaison Officer**

**Our Company**

Since its formation in 2000, Network Plus Group has gone from strength to strength following successful contract awards and acquisitions. The Group comprises Network Plus Services, Go Traffic Management, Capital Traffic Management, EOS and Network Plus Multi Utility.

Network Plus is now one of the UK’s leading utility and infrastructure providers, with offices and depots stretching from Carlisle to the South coast. We deliver services to clients and the public 24/7/365.

Core services include repair, maintenance, construction and installation of utility and infrastructure assets. We provide traffic management through our sister businesses; Go Traffic Management and Capital Traffic Management. Vegetation management and tree cutting activities are provided through EOS Contracting.

We pride ourselves on hiring and retaining fantastic people. We aim to be inclusive and respectful in the way we develop our people.

**Our Role**

As a Customer Liaison Officer, you will be responsible for ensuring the customers receive an excellent service and ensure compliance against agreed levels of service. The role will ensure that on a day to day basis, our teams are completing jobs on schedule to a high quality.

The CLO will also be responsible for managing close out calls with the customer at the end of the job and ensuring our customers are 100% satisfied with everything we have done.

In addition to the above, the role will support the wider team in understanding and analysing customer survey data and leading process improvements for the customer.

**Key Responsibilities**

We are looking for someone to lead any customer queries or complaints associated with delivery

We are looking for someone to ensure that assurance processes are put in place with regards to Water UK adherence, to ensure extension by agreement are applied appropriately

We are looking for someone to support the operational team with customer experience

We are looking for someone to work alongside the Operational lead to identify process improvements for the customer

We are looking for someone to provide coaching and development of the operational delivery team

We are looking for someone to be involved in the engagement of our customers

We are looking for someone to be responsible for action planning following C-MeX survey results

We are looking for someone to be responsible for ensuring 100% compliance across all Gas UK metrics

We are looking for someone to lead the close out call activities

**Experience and Qualifications**

Previous experience in a similar, customer focused role

Effective internal and external stakeholder management

Comprehensive knowledge of the gas industry

Enthusiastic and self-motivated

Ability to lead and motivate others

Effective verbal and written communication skills with the ability to engage with stakeholders at any level

Willingness to challenge processes and implement change where necessary

Ability to coach those working within your team and wider network

Ability to analyse data and understand how to make improvements, which will have a positive impact on performance

**Salary and Benefits**

We offer a competitive salary based on experience along with a full benefits package.

Network Plus is proud to be an Equal Opportunity Employer**. **We celebrate diversity and do not discriminate based on race, religion, colour, nationality, sex, sexual orientation, age, veteran status, disability status, or any other applicable characteristics protected by law.

**Salary**: £24,000.00 per year

**Benefits**:

- Company car
Schedule:

- Monday to Friday