Join to apply for the Customer Liaison Manager role at Browne Group.
Responsibilities
1. Execute customer communication strategies across all Browne Construction projects.
2. Deliver mailshots to residents and businesses, including start letters, shut, and abandonment communications.
3. Hold drop-in sessions and conduct proactive door-to-door engagement.
4. Engage with local residents, resolve issues or escalations, and manage customer enquiries and complaints via phone and in person, providing feedback to clients on escalations.
5. Coordinate with Browne Construction operations teams to align customer communication timelines and updates with the operational plan, including producing Customer Impact Assessments and attending client readiness meetings.
6. Report on customer service performance, including monthly updates and reviews.
7. Maintain and review customer liaison collateral, such as letter templates for shutdowns and abandonments.
8. Conduct toolbox talks and training on customer-related issues for site teams.
9. Build and maintain good relationships with clients’ customer-facing departments, local authorities, and stakeholders.
10. Assist in developing key procedures and maintain knowledge of internal and external systems like Power BI and LBox.
11. Perform any other support duties relevant to the role.
12. Minimize complaints or escalations related to Browne Construction activities.
13. Ensure all communication and engagement are completed according to the delivery plan.
14. Foster good relationships with operations staff and customer-facing functions.
15. Manage time effectively to ensure appropriate customer contact across different channels and regions.
16. Leverage extensive customer service experience, problem-solving skills, and proficiency in MS Office and new systems like Power BI and LBox.
17. Challenge existing processes for improvement and seek opportunities to enhance customer performance internally and externally.
Additional Details
* Seniority level: Entry level
* Employment type: Full-time
* Job function: Sales and Business Development
* Industries: Utilities
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