Customer Excellence Partner

We are thrilled to announce a major contract win with Yorkshire Water, supporting them in proactively and reactively maintaining their Wastewater Network for the next five years and beyond!

We are currently recruiting for Customer Experience Partner  to join our leadership team within the Yorkshire Water Wastewater Service Agreement (WwSA) Framework. This is a fantastic opportunity to start a rewarding career with Lanes Group, working closely with one of our most exciting clients and contributing to their AMP8 objectives.

About the Role

To be a field-based customer liaison partner, the key purpose of this role is to deliver exceptional standards of customer service, working closely with our Operational and Customer Teams. Effectively managing all Customer interactions, enquiries and complaints. This role requires a dedicated and empathetic Customer focused approach to ensure ‘CARE’ is at the heart of everything we do. You will assist the Operational Teams by coaching and demonstrating exceptional service delivery, striving to achieve outstanding Customer Satisfaction scores and overall Customer Excellence. We are looking for someone who can manage their own workload, has strong attention to detail, ensures deadlines and outcomes are delivered to a high standard using their knowledge and skills to coach others providing reliable and practical advice. The role also includes the need to ensure the governance and control of processes and procedures to provide the necessary level of assurance to the organisation.

Key Responsibilities:

• Conducting all Customer liaison/care field-based activity.


• Being the Customer lead on site and ensuring our Operational Teams demonstrate our CARE and Customer Excellence approach.


•  Analyse Customer detail and data to understand and recommend key trends for best practice and areas for improvement.


• To build effective and robust relationships with all stakeholders in order to promote improved outcomes for the business.


•  To maintain professional knowledge and expertise in the area of governance and assurance across the Customer Excellence team.


• To provide timely reports as set out within the governance framework. 


• To be adaptable, flexible and approachable and be able to challenge views and work practices in a credible and professional manner.


• Undertake independent governance and assurance checks, identifying any gaps and relevant action plans to address these.


• Coaching teams on site to ensure continued commitment to putting customer front and centre.


• Conducting Customer site visits, explaining the process and managing expectations throughout the customer journey.


• The key point of contact and for all Customers liaising with our Operations Teams to ensure all issues are efficiently resolved to the Customers satisfaction.


• Effective resolution of escalated enquiries and complaints.


•  Delivery of training sessions and Operational ‘Tool-box’ talk sessions, to consistently drive the key themes and present our performance.


•  Customer satisfaction reviews and recommendations, working with our Customer Team to drive exceptional Customer delivery.


•  Manage compliance within a regulatory framework.


• Manage and prioritise customer related work activities in connection to revisions and changes, ensuring these are communicated in a timely and coordinated manner.


• Occasional out of hours support as and when required.

About you :

·        Proven track record in delivering a proactive Customer Experience.

·        Previous experience in working closely with Customers (preferably within a field-based role).

·        Able to demonstrate working to and achieving performance targets and exceptional Customer satisfaction.

·        Able to demonstrate a flexible approach that adapts to changing business and Customer needs

·        Ability to compile, interpret and challenge analytical data/reports.

·        Confident in the design and delivery of coaching / training sessions.

·        Ability to identify and focus on customers and stakeholders needs

·       Able to plan own activities well in advance whilst being able to adapt to urgent project changes.

·       Strong conflict resolution and adaptability skills

·        Accuracy / Attention to detail

·        Assertiveness

·        Strong interpersonal skills

·        Diplomacy

·        Negotiation skills

·        Ability to manage own time effectively

·        Consistently achieves project goals

·       Ability to use data to articulate performance and delivery action plans

·       Clean Driving License

External

·     Yorkshire Water Colleagues and Teams

·     Customers ‘business and domestic’

·     Key stakeholders (e.g. local councils, governing bodies)

Working Hours & Location

• £30000 - £33000


• Hours of Work Monday to Friday 40 hours 8 – 5 ½ lunch


• Out of hours required on occasions for needs of the customers


• Location: Bradford, Leeds


• Company Van provided for work use & to and from locations


• 25 days holiday + Bank holidays

Why Join Lanes Group?

At Lanes Group, nothing is more important than the health, safety, and well-being of our people and customers. As the UK’s largest independent specialist infrastructure delivery partner, we:

• Have a turnover exceeding £530 million (EBITDA £45 million)


• Employ over 4,000 brilliant people nationwide


• Operate through a countrywide network of operational locations

At Lanes Group, we are dedicated to fostering a diverse and inclusive workplace where everyone feels valued and empowered. We believe that our differences make us stronger and are committed to providing equal opportunities for all employees. We welcome and encourage applications from individuals of all backgrounds, including those from underrepresented groups. Join us in our commitment to creating a more inclusive and diverse world.

Join us and be part of a team that makes a real impact!