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)