Customer Liaison Officer

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 J 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 J 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)

The Company has experienced unprecedented growth over the past few years. We have a vast number of employees, and provide support to clients from all over the country.