Network Plus
Customer Liaison Officer
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Department: National Grid
Location: Torquay
Description
You will be ultimately responsible 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
- 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. Cover feedback into 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, prioritize workload, and work unsupervised.
Financial / Operations
- Track customer experience KPIs 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 center 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.
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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 prioritize tasks and work independently.
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Qualifications/Skills Required
- Experience of working in Utilities.
- Supervisor Street works qualification is 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.
Equal Opportunity Employer
Network Plus is proud to be an Equal Opportunity Employer. We celebrate diversity and do not discriminate based on race, religion, color, 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.
We understand that privacy and the security of your personal information is extremely important. By applying for this role, you agree to the terms of our privacy policy.
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