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Customer Liaison Officer
| Posting date: | 22 January 2025 |
|---|---|
| Hours: | Full time |
| Closing date: | 21 February 2025 |
| Location: | Enfield, London |
| Remote working: | Hybrid - work remotely up to 2 days per week |
| Company: | J Browne Construction |
| Job type: | Permanent |
| Job reference: |
Summary
Reports to: Contracts Manager
Direct reports: None
Liaising with: Contract Managers, operational staff, members of public, clients
Role Purpose
To provide the highest quality customer service that is efficient and effective, which is delivered in a friendly and professional manner.
To support operational personnel to improve customer service levels.
Key Duties
Attend relevant meetings to understand community/stakeholder plans and work activities planned ahead.
Coach operative workforce on how to provide ‘great’ customer service.
Track and trend site visits to identify customer service patterns and address any areas highlighted.
Provide high quality customer information for operations to review and take relevant action.
Project and promote a positive professional image of Browne at all times.
Compile and review customer liaison packs.
Attend to and resolve customer enquiries and complaints, by telephone or face to face, with operational support as required.
Refer technical enquiries to appropriate Agents, following up to ensure satisfactory closure.
Present monthly customer updates to operational staff as required (team talks, presentations, reports).
Develop and maintain excellent working relationships with local authorities, clients, clients customers, members of the public and internal Browne personnel.
Assist in the development of key procedures and maintain working knowledge of various systems.
Provide feedback to the Area Line Managers on problem/complaints affecting contract.
Resolve any planning queries or issues.
Check information of all “Notices” and parking bay suspensions to inform customers of pending work.
Provide holiday or additional cover to support Planning when necessary.
Carry out any other support duties appropriate to this role.
Key Criteria for Success
No complaints or escalations
All jobs allocated promptly
Good relationship with operations staff
No backlog of customers awaiting call backs
All figures and feedback correct and checkable
Customer Liaison packs correctly updated
Planning Assistant role covered during holidays
Key Competencies Required
Customer Service experience/training
Excellent communication skills (verbal and written)
Good planning and organisational skills
Confident in dealing with difficult situations
Good problem-solving skills
Proficient in Excel and Microsoft word, Outlook
VISTEC, Eagle or View Tool, JMS, GISMO (Thames Water systems)
TMA & NRSWA knowledge
Full UK driving licence
Additional Competencies Preferred
Previous utility industry knowledge and experience desirable
Environmental Awareness
Utilities SHEA (Water or Gas) Network (Energy & Utilities Skills)
Direct reports: None
Liaising with: Contract Managers, operational staff, members of public, clients
Role Purpose
To provide the highest quality customer service that is efficient and effective, which is delivered in a friendly and professional manner.
To support operational personnel to improve customer service levels.
Key Duties
Attend relevant meetings to understand community/stakeholder plans and work activities planned ahead.
Coach operative workforce on how to provide ‘great’ customer service.
Track and trend site visits to identify customer service patterns and address any areas highlighted.
Provide high quality customer information for operations to review and take relevant action.
Project and promote a positive professional image of Browne at all times.
Compile and review customer liaison packs.
Attend to and resolve customer enquiries and complaints, by telephone or face to face, with operational support as required.
Refer technical enquiries to appropriate Agents, following up to ensure satisfactory closure.
Present monthly customer updates to operational staff as required (team talks, presentations, reports).
Develop and maintain excellent working relationships with local authorities, clients, clients customers, members of the public and internal Browne personnel.
Assist in the development of key procedures and maintain working knowledge of various systems.
Provide feedback to the Area Line Managers on problem/complaints affecting contract.
Resolve any planning queries or issues.
Check information of all “Notices” and parking bay suspensions to inform customers of pending work.
Provide holiday or additional cover to support Planning when necessary.
Carry out any other support duties appropriate to this role.
Key Criteria for Success
No complaints or escalations
All jobs allocated promptly
Good relationship with operations staff
No backlog of customers awaiting call backs
All figures and feedback correct and checkable
Customer Liaison packs correctly updated
Planning Assistant role covered during holidays
Key Competencies Required
Customer Service experience/training
Excellent communication skills (verbal and written)
Good planning and organisational skills
Confident in dealing with difficult situations
Good problem-solving skills
Proficient in Excel and Microsoft word, Outlook
VISTEC, Eagle or View Tool, JMS, GISMO (Thames Water systems)
TMA & NRSWA knowledge
Full UK driving licence
Additional Competencies Preferred
Previous utility industry knowledge and experience desirable
Environmental Awareness
Utilities SHEA (Water or Gas) Network (Energy & Utilities Skills)
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.