Customer Liaison Officer

The Customer Liaison Officer will work directly in the community alongside our Operational teams interacting with our external customers face to face. Working alongside our Operational engineering teams, providing our customers with specific information regarding the utilities work taking place, capturing vital personal data and obtaining feedback following the completion of the work. To deliver face to face Customer feedback to our Operational Teams, giving coaching on how to improve their Customer Scores and comments.

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Click the link for the job description, responsibilities, and qualifications - ESGI01 - Customer Liaison Officer.pdf

Key Responsibilities

• To act as an ambassador for the client in front of customers and members of the public, as well as other stakeholders including business owners, retail outlets and others who may be impacted by our work
• Present a professional, personable and reassuring face to the business
• Communicate directly with customers to inform, advise and educate, and ensure that people are aware of the work we do, how it might affect them and, where necessary, to take responsibility for supporting them
• Support the operational teams in their communications with customers and others
• Act as an exemplar of customer service excellence both in the public domain and when working in the offices and depots
• Communicate directly with our customers on the doorstep while working collaboratively with the operational teams and Site managers
• Be a leading advocate in the effort to maximise customer satisfaction and minimise customer complaints

Knowledge Skills, and Experience

Essential

• Ability to adjust to a change in focus to accommodate Operational needs and the ability to work in a fast-paced environment and have a strong mind set 
• Experience in a customer face to face service role
• Conscientious with the tenacity and resolve to see things through
• Organised and punctual
• Articulate and good at explaining things
• Thorough, with good record keeping.
• IT literate, including Microsoft Office – Intermediate Word, Excel, Outlook and internet/intranet capabilities
• Strong oral and written communication skills

Desirable

• Knowledge / experience of working in the utilities industry is desirable

Essential 

• GSCEs in subjects such as English and Maths
• UK Driving licence

Desirable 

• A-level or degree in English