The Customer Liaison Officer will work directly in the community alongside our Operational teams interacting with our external customers face to face. Working alongside our Operational engineering teams, providing our customers with specific information regarding the utilities work taking place, capturing vital personal data and obtaining feedback following the completion of the work. To deliver face to face Customer feedback to our Operational Teams, giving coaching on how to improve their Customer Scores and comments.
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Responsibilities: Key Responsibilities
To act as an ambassador for the client in front of customers and members of the public, as well as other stakeholders including business owners, retail outlets and others who may be impacted by our work
Present a professional, personable and reassuring face to the business
Communicate directly with customers to inform, advise and educate, and ensure that people are aware of the work we do, how it might affect them and, where necessary, to take responsibility for supporting them
Support the operational teams in their communications with customers and others
Act as an exemplar of customer service excellence both in the public domain and when working in the offices and depots
Communicate directly with our customers on the doorstep while working collaboratively with the operational teams and Site managers
Be a leading advocate in the effort to maximise customer satisfaction and minimise customer complaints
Knowledge Skills, and Experience
Essential
Ability to adjust to a change in focus to accommodate Operational needs and the ability to work in a fast-paced environment and have a strong mind set
Experience in a customer face to face service role
Conscientious with the tenacity and resolve to see things through
Organised and punctual
Articulate and good at explaining things
Thorough, with good record keeping.
IT literate, including Microsoft Office – Intermediate Word, Excel, Outlook and internet/intranet capabilities
Strong oral and written communication skills
Desirable
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Knowledge / experience of working in the utilities industry is desirable
About us: Costain helps to improve people’s lives with integrated, leading edge, smart infrastructure solutions across the UK’s energy, water, transportation and defence markets. We help our clients improve their business performance by increasing capacity, improving customer service, safeguarding security, enhancing resilience, decarbonising and delivering increased efficiency. Our vision is to be the UK’s leading smart infrastructure solutions company. We will achieve this by focusing on blue chip clients whose major spending plans are underpinned by strategic national needs, regulatory commitments, legislation or essential performance requirements. We offer our clients leading edge solutions that are digitally optimised through the following five services which cover the whole lifecycle of their assets: future-shaping strategic consultancy; consultancy and advisory; digital technology solutions; asset optimisation and complex programme delivery. Our culture and values underpin everything we do.
Costain appreciate the time and effort taken when applying for one of our positions but, due to the high volume of responses, we are unable to provide individual feedback on candidates at application phase.
We do share individual feedback following an interview .
A Disability Confident employer will generally offer an interview to any applicant that disclose 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 the Disability Confident website:
https://www.gov.uk/government/collections/disability-confident-campaign
