Description
As a Customer Liaison Officer on our Water United Utilities Rehab contract, you will be responsible for ensuring customers receive an excellent service and ensure compliance against agreed levels of service. The role will ensure that on a day to day basis, our teams are completing jobs on schedule to a high quality. The CLO will also be responsible for managing close out calls with the customer at the end of the job and ensuring our customers are 100% satisfied with everything we have done. In addition to the above, the role will support the wider team in understanding and analysing customer survey data and leading process improvements for the customer.
Key Responsibilities
* You will lead any customer queries or complaints associated with delivery
* You will ensure that assurance processes are put in place with regards to Water UK adherence, to ensure extension by agreement are applied appropriately
* You will support the developer services team with customer experience
* You will work alongside the developer services engagement lead to identify process improvements for the customer
* You will provide coaching and development of the developer services delivery team.
* You will be involved in the engagement of our developer customers
* You will responsible for action planning following D-MeX survey results
* You will be responsible for ensuring 100% compliance across all Water UK metrics
* You will lead the close out call activities
Skills, Knowledge & Expertise
* Previous experience in a similar, customer focused role
* Effective internal and external stakeholder management
* Comprehensive knowledge of the water industry
* Willingness to learn
* Enthusiastic and self-motivated
* Ability to lead and motivate others
* Effective verbal and written communication skills with the ability to engage with stakeholders at any level
* Willingness to challenge processes and implement change where necessary
* Ability to coach those working within your team and wider network
* Ability to analyse data and understand how to make improvements which will have a positive impact on performance
Job Benefits
We offer a competitive salary based on experience along with a full benefits package.
Network Plus is p.roud to be an Equal Opportunity Employer. We celebrate diversity and do not discriminate based on race, religion, colour, nationality, sex, sexual orientation, age, veteran status, disability status, or any other applicable characteristics protected by law.
We are Armed Forces-friendly. We welcome applications from ex-Armed Forces personnel, reservists, armed forces veterans, cadet instructors and military spouses/partners.
We understand that privacy and the security of your personal information is extremely important. By applying for this role, you agree to the terms of our privacy policy
About Network Plus
Network Plus is an award-winning business delivering essential utility and infrastructure services for the UK’s major providers of gas, power, telecoms, transport, water, and wastewater.
We value the variety of experience, perspective, and other points of difference our workforce, clients, and supply chain offer.
We are actively working with colleagues across the Network Plus Group to develop an inclusive environment – we want all our employees to feel valued and included to enable everyone to thrive at work and understand the value of their contribution matters no matter their background, identity, or circumstances.