Customer Liaison Officer
Permanent £27,000 / yearJob Overview
You will be ultimately responsibility for handling activities as outlined below:
- Take ownership of CARE activities (Pre, During & Post) necessary to achieve exceptional customer feedback and customer satisfaction scores.
- Support operational ownership in resolving customer enquiries and complaints within D+1 working days.
- Deliver effective walk off post completion activities that are coordinated by the Customer Manager.
- Coordinate and support LDP Lasting Impression and Community Social Value events.
Key Responsibilities
- Effective CARE completion on all projects
- D+1 % contact close out support
- 80% Walk Off completion (successful visits & score captured)
Core Responsibilities
Strategy:
- Ensure a customer service culture is adopted throughout the teams.
- Carry out measurable customer feedback activities – surveys, courtesy calls and such. Covert feedback in to actions.
- Implement the customer experience strategy.
- Proactively shape improvements to the customer experience and service.
- Liaise with the planning manager to understand which projects require a CLO on site.
- Use initiative, prioritise workload and work unsupervised.
Health and Safety:
- Visit and walk each site before work commences to identify potential risk and when sites closed.
Financial / Operations:
- Track customer experience KPI’s and compile monthly reports.
Customer / Market:
- Take ownership of activities necessary to achieve exceptional customer feedback and customer satisfaction score.
- Conduct trend analysis against failures.
- Engage customers via relevant communications such as letters, drop cards within the prescribed noticing timeframe.
- Take ownership for resolving customer enquiries and complaints on a Day+1 basis by liaising with customer call centre personnel.
- Act as an escalation point for major complaints, repetitive issues or failures and agree resolution with the customer and client stakeholders.
- Manage vulnerable customers in accordance with GSOP3, ensuring that replacement gas supplies are installed on their premises when requested.
Experience and Qualifications
- Experience of working in Utilities
- Supervisor Street works qualification
- Health & Safety qualification an advantage
- Strong management skills – people, project and client management
- Financial and commercial awareness
- Driving Licence