Customer Liaison Officer
Department: National Grid
Employment Type: Permanent
Location: Lutterworth
Description
You will be ultimately responsibility for handling activities as outlined below:
- Take ownership of CARE activities (Pre, During & Post) necessary to achieve exceptional customer feedback and customer satisfaction scores.
- Support operational ownership in resolving customer enquiries and complaints within D+1 working days.
- Deliver effective walk off post completion activities that are coordinated by the Customer Manager.
Key Responsibilities
- Effective CARE completion on all projects
- D+1 % contact close out support
- 80% Walk Off completion (successful visits & score captured)
Core Responsibilities
Strategy
- Ensure a customer service culture is adopted throughout the teams.
- Carry out measurable customer feedback activities – surveys, courtesy calls and such. Covert feedback in to actions.
- Implement the customer experience strategy.
- Proactively shape improvements to the customer experience and service.
- Liaise with the planning manager to understand which projects require a CLO on site.
- Use initiative, prioritise workload and work unsupervised.
Financial / Operations
- Track customer experience KPI’s and compile monthly & weekly reports.
Customer / Market
- Take ownership of activities necessary to achieve exceptional customer feedback and customer satisfaction score.
- Conduct trend analysis against failures.
- Engage customers via relevant communications such as letters, drop cards within the prescribed noticing timeframe.
- Take ownership for resolving customer enquiries and complaints on a Day+1 basis by liaising with customer call centre personnel.
- Act as an escalation point for major complaints, repetitive issues or failures and agree resolution with the customer and client stakeholders.
- Manage vulnerable customers in accordance with GSOP3, ensuring that replacement gas supplies are installed on their premises when requested.
Experience and Qualifications
Key Competencies
Leadership
Act as an Ambassador promoting the Customer minimum standards
Health, Safety & Environment
Report / escape any HSEQ near misses / hazards observed
Customer focused
Relevant contract/customer service experience. Able to adapt to customer needs.
Embracing Change
Able to support performance review sessions and drive performance improvement.
Communication
Effective interpersonal skills.
Influencing skills
Able to positively influence customer thinking
Performance Management
Demonstrable experience of exceeding targets/KPI’s.
Innovation and Creative Thinking
Able to adapt to customer needs
Operational Understanding
General knowledge of the Eclectic industry is desirable. Able to use digital devices and built in apps. Able to prioritise tasks and work independently
Qualifications/Skills Required
- Experience of working in Utilities
- Supervisor Street works qualification an advantage
- Strong management skills – people, project and client management
- Financial and commercial awareness
- Driving Licence
*A successful DBS Check will be required*
Salary and Benefits
We offer a competitive salary based on experience along with a full benefits package.
Network Plus is proud 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.
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