Costain Group PLC
Customer Liaison Lead
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Job Description
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.
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, Schools 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
Qualifications
Knowledge, Skills, and Experience
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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.
About Us
Costain helps to improve people’s lives with integrated, leading edge, smart infrastructure solutions across the UK’s energy, water, transportation and defence markets. We help our clients improve their business performance by increasing capacity, improving customer service, safeguarding security, enhancing resilience, decarbonising and delivering increased efficiency. Our vision is to be the UK’s leading smart infrastructure solutions company. We will achieve this by focusing on blue chip clients whose major spending plans are underpinned by strategic national needs, regulatory commitments, legislation or essential performance requirements. We offer our clients leading edge solutions that are digitally optimised through the following five services which cover the whole lifecycle of their assets: future-shaping strategic consultancy; consultancy and advisory; digital technology solutions; asset optimisation and complex programme delivery. Our culture and values underpin everything we do.
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Costain appreciate the time and effort taken when applying for one of our positions but, due to the high volume of responses, we are unable to provide individual feedback on candidates at application phase.
We do share individual feedback following an interview.
A Disability Confident employer will generally offer an interview to any applicant that disclose they have a disability and meets the minimum criteria for the job as defined by the employer.
It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people.
For more details please go to the Disability Confident website:
https://www.gov.uk/government/collections/disability-confident-campaign
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