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Customer Liaison Officer

Network Plus
GBR
Full-time
Mid
Onsite
Discovered 1 months ago

Full Job Posting

Key Responsibilities

  • Effective CARE completion on all projects
  • D+1 % contact close out support
  • 80% Walk Off completion (successful visits & score captured)
  • 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.
  • Track customer experience KPI’s and compile monthly & weekly reports.
  • 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 an advantage
  • Strong management skills – people, project and client management
  • Financial and commercial awareness
  • Driving Licence

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