Customer Liaison Officer

Department: National Grid

Location: Torquay

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

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 / escalate 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
  
  
  
  

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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