pinpoint
Customer Liaison Officer
Network Plus
Lutterworth, 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
About Network Plus
Civil & Infrastructure Construction2912 employeesFounded 2000
Utility and infrastructure services provider.
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