Customer Liaison Lead

We have an exciting opportunity for a Customer Liaison Lead to join the team in Peterborough.

The Customer Liaison Lead will lead, motivate, and direct a team of Customer Liaison Officers to deliver objectives and targets which are aligned to the project strategy and clients Playbook. The CLO Lead will provide ongoing management, motivation and training which will drive the team to achieve their main target areas in customer service and quality. 

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Responsibilities

•  To manage team and individual performance.  Analyse and assess development needs, providing the most effective form of intervention, by delivering coaching sessions, reviewing behaviors, holding monthly 121 meetings, and proposing individual training needs to include Personal Development Logs
• Work effectively with internal stakeholders, remaining approachable and recognising and respecting the contributions from others to the business. Building excellent relationships with colleagues across the company
• Attending weekly Programme and Planning meetings with Internal Stakeholders
• Take ownership of escalated queries and complaints to resolution  
• Actively support Client’s customer strategy and the local customer action plans
• Facilitate engagement events within the community, including Parish Councils, Scholls and Businesses.  Liaising directly with our Communications Co-Ordinator and Operational Managers.
• To support our Operational Managers, ensure good Customer Service is delivered to all Customers. (focus on Complaints, Enquiries and C-Sat).
• Encourage, support and celebrate doing the right thing for our customer

Knowledge, Skills, and Experience

Essential 

• Engagement delivery: Understands the relevance of project programme and supports the development of engagement/ communications plans to support delivery of key events/ activities.  
• Public interface: Ensure public facing activities are undertaken in accordance with Costain/ client policies and procedures.  
• Written Communications: Writing style and quality consistent with corporate and/ or client tone.  
• Presentation Skills: Prepares presentation content of a professional standard with little support.  
• Stakeholder Management: Understands their role in representing Costain and client.  

• Ability to communicate with customers and staff at all levels of the organisation (essential) 

   

Desirable

• Experience of looking after a team of individuals, leading to a successful Customer Journey for our Customers.
• Public interface: Able to identify when interactions are becoming confrontational and use basic tactical options to de-escalate.  
• Presentation Skills: Builds presentation content in line with Costain and client brand guidelines.    
• Stakeholder Management: Understands stakeholder drivers and able to translate into practical guidance.  
• Negotiation & Facilitation: Articulates point of view with internal/ external stakeholders, achieving positive outcome.  
• Risk Management: Able to identify potential risks to project/ Costain reputation and escalate appropriately.