Customer and Stakeholder Advisor - St. Albans, Hertfordshire, AL4 0PGAbout BarhaleWho are Barhale? Barhale is a business founded on family values, having been established by our Chairman, Dennis Curran, in 1980. We are one of the largest privately owned civil engineering and infrastructure specialists in the UK, with over 40 years of experience in providing design, civil engineering and maintenance services working across multiple sectors, including:WaterTransportBuilt environmentEnergyWe operate as a tier one partner for blue chip, regulated and private clients, working as part of large frameworks, joint ventures and alliances, as well as on individual standalone projects, developing long-term relationships based on delivering to the Barhale values which have been integral to our business since their inception in 1985.Our direct delivery model is at the core of everything we do, as we believe that people are our greatest asset. Therefore, we robustly source, train and retain all our own frontline delivery teams as well as management and support services. We employ over 1,200 employees nationwide.We possess a range of specialist skills to support our civil engineering and infrastructure activities, including:TunnellingMEICATemporary and permanent designSteel-fabricationSigns (design and fabrication)Health & safety equipment and products, including PPECompany Website:https://www.barhale.co.uk/Company Showcase Video:https://www.youtube.com/watch?v=XFqsoclCUZA Why join Barhale?As Gold Investors in People, we are committed to a high standard of people practices, creating an inclusive environment and ensuring cultural alignment to business strategy, ethos and philosophies.Job security, long-term secured work through various frameworks and large infrastructure schemesBroad range of civil engineering, mechanical and electrical schemes across some of the UK’s largest infrastructure projects and clientsStrong career progression as demonstrated by our track record in promoting from within, as we believe this is a key driver of our successCustomer and Stakeholder AdvisorThe RoleTo provide customer service to all stakeholders, which aligns with Barhale’s 3 Pillars Sustainability Model of Profit, Safety, and Environment. The post holder will work collaboratively with our clients to support a region-wide customer strategy, to guide project-specific customer plans.Key ResponsibilitiesStrategy Establish and maintain a good working relationship with our clients to define and support the customer strategyContribute to the development and implementation of the customer strategy through analysis of performanceTo assist customer management processes by listening to the voice of the customer during the planning and delivery stages of the projectReporting to the Manager and supporting them in successfully implementing our client dutiesInsights and AnalysisMeasure the customer experience that impacts our CMex/DMex and NPS measures to produce valuable insights and to identify customer trends.To ensure that our customer action plan maximises the customer experience and meets local community needsMonitoring and measuring of customer satisfaction KPIsBe responsible for reporting on the customer satisfaction scoring and providing feedback to our clients and operational teamsCreate and develop case studies based on initiatives, activities and engagementsPerformanceEngage with the Client’s Customer Challenge Group to develop and improve the customer relationshipSupport the development of Power BI Apps to analyse/collate/communicate data through digital portalsWork closely with our clients and Barhale’s team to develop/share digital methods (Twitter/blogs/apps) to allow customers to engage and gain valuable customer insightsTo work with the design and delivery team to ensure project deliverables provide an excellent customer experienceFollow and promote the Barhale customer handbook and ensure that the handbook guidelines are followed by site and operational teams; support in developing and updating the Barhale customer handbookWork collaboratively with stakeholders to align on methodologies and insights to achieve an excellent customer experienceCommunity and EngagementSupport Clients with their customer engagement targets and promote and implement key messages in local communitiesTake a proactive approach in promoting civil engineering as a career choice to schools and colleges by attending and delivering STEM eventsEngagement with the local community by visiting the areas to identify issues with services, access, vulnerable people, landlords/owners, and stakeholdersLiaise with the local community regarding project plans to keep residents and members of the public up to date with project developments and measure project plan performanceShare knowledge and provide training when applicable with the site team regarding good public relations through our valuesIdentify and deliver social value initiatives in relation to projects, but not limited to thisAbout youEssentialPrevious experience working within a Customer/Community-focused positionProficient in delivering service improvementsAccomplished in research insight and analytics, with the ability to present the dataGood interpersonal, organisational, communication and time management skillsAbility to show empathy and understanding of customer needsProficient with the Microsoft suite of packagesGood social media skills with the ability to develop engaging and timely updates on project development across varied communication platformsAbility to work collaboratively and effectively within a teamDesirableDegree or equivalent in Customer Services, Mass Communications, social media and/or MarketingCaring and investing in youOur values have been embedded at Barhale for over 40 years, and they are our guiding principles regarding how we care and invest in people. Our values are our commitment to being a people-centric company.As a Gold Investors in People company and a Sunday Times 100 Best Company to Work For, we are committed to investing in people. We are passionate about creating a working environment where people are supported throughout their careers, where people can enjoy security and be part of a company that cares about them.From the moment you join us, your well-being and career aspirations will be supported by.Competitive salaryCompany PensionLife AssurancePrivate Medical25 days of annual leave in addition to 8 public bank holidays and loyalty days8 hours volunteeringEmployee Assistance Programme to support your mental, physiological and financial wellbeingFlexible benefits via salary sacrificeCompany car/green car scheme/car allowance/Van (dependent on position)Leadership & management training and coachingRegular line management engagement and appraisal to support your career progressionDevelopment supported by internal and externally delivered trainingContinuous service awardsWould you like to know more?Please contact our Recruitment team via careers@barhale.co.uk