Stakeholder Liaison Officer

**Your Impact**:
At Jacobs, we'll inspire and empower you to deliver your best work so you can evolve, grow and succeed - today and into tomorrow. Working at Jacobs offers an exciting range of opportunities to develop your career within a supportive and diverse team who always strive to do the right thing for our people, clients and communities.

People are Jacobs’ greatest asset, and we offer a competitive package to retain and attract the best talent.

In addition to the benefits you’d expect, UK employees also receive free single medical cover and digital GP service, family-friendly benefits such as enhanced parental leave pay and free membership of employee assistance and parental programmes, plus reimbursement towards relevant professional development and memberships. We also give back to our communities through our Collectively program which incorporates matched-funding, paid volunteering time and charitable donations.

Work-life balance and flexibility is a key focus area for Jacobs. We’re happy to discuss hybrid, part-time and flexible working hours, patterns and locations to suit you and our business.

**About the Opportunity**

Reporting to the Contact Centre Manager on our East Sussex Highways contract, you will maintain excellent relationships with key stakeholders, keeping them up-to-date with all highway matters and provide an end to end customer experience

**Key Responsibilities**
- Provide a professional and timely response to your Key Stakeholders (members, parishes and client) enquiries through all of our communication channels
- Take ownership of enquiries from initial contact through to resolution within agreed timescales and maintain a complete record of all contact within Salesforce
- Operate as the lead point of contact for any and all matters specific to your Key Stakeholders
- Build and maintain strong, long lasting and trusted relationships with your Key Stakeholders
- Respond to customer complaints with the aim to resolve at first contact where possible
- Show commitment to continuous development, to maximise your potential and ensure the efficient delivery of the Contact Centre service
- Attend regular Strengthening Local Relationship meetings with Key Stakeholders, feeding back information and updates
- Producing and circulating a ‘Monthly Update’ to all Members
- Attending Team Involvement Meetings regarding upcoming roadworks, contributing to the planning of works using local knowledge and previous customer concerns
- Researching and responding to written formal enquiries.

**Here’s What You’ll Need**:

- Grade C or above in English GCSE
- Use of CRM system such as Salesforce
- Experience within a customer service environment
- Strong knowledge of Microsoft Outlook

Ideally you will also have
- Experience working for a local authority
- Knowledge on Highway issues

**Our Culture**

Our values stand on a foundation of safety, integrity, inclusion and diversity. We put people at the heart of our business and we truly believe that by supporting one another through our culture of caring, we all succeed. We value positive mental health and a sense of belonging for all employees. Find out more about life at Jacobs.

We aim to embed inclusion and diversity in everything we do. We know that if we are inclusive, we’re more connected, and if we are diverse, we’re more creative. We accept people for who they are, regardless of age, disability, gender identity, gender expression, marital status, mental health, race, faith or belief, sexual orientation, socioeconomic background, and whether you’re pregnant or on family leave. This is reflected in our wide range of Global Employee Networks centred on inclusion and diversity - ACE, Careers, Enlace, Harambee, OneWorld, Prism, Vetnet, and Women’s - find out more about our employee networks here.