Posted January 15, 2025

Customer Liaison Officer

  • Employer J Browne Construction
  • Location Enfield
  • Salary Competitive

Role Purpose

To provide the highest quality customer service that is efficient and effective, which is delivered in a friendly and professional manner.

To support operational personnel to improve customer service levels. 

Key Duties

  • Attend relevant meetings to understand community/stakeholder plans and work activities planned ahead.

  • Coach operative workforce on how to provide ‘great’ customer service.

  • Track and trend site visits to identify customer service patterns and address any areas highlighted.

  • Provide high quality customer information for operations to review and take relevant action.

  • Project and promote a positive professional image of Browne at all times.

  • Compile and review customer liaison packs.

  • Attend to and resolve customer enquiries and complaints, by telephone or face to face, with operational support as required.

  • Refer technical enquiries to appropriate Agents, following up to ensure satisfactory closure.

  • Present monthly customer updates to operational staff as required (team talks, presentations, reports).

  • Develop and maintain excellent working relationships with local authorities, clients, clients customers, members of the public and internal Browne personnel.

  • Assist in the development of key procedures and maintain working knowledge of various systems.

  • Provide feedback to the Area Line Managers on problem/complaints affecting contract.

  • Resolve any planning queries or issues.

  • Check information of all “Notices” and parking bay suspensions to inform customers of pending work.

  • Provide holiday or additional cover to support Planning when necessary.

  • Carry out any other support duties appropriate to this role.

Key Criteria for Success

  • No complaints or escalations

  • All jobs allocated promptly

  • Good relationship with operations staff

  • No backlog of customers awaiting call backs

  • All figures and feedback correct and checkable

  • Customer Liaison packs correctly updated

  • Planning Assistant role covered during holidays

Key Competencies Required

  • Customer Service experience/training

  • Excellent communication skills (verbal and written)

  • Good planning and organisational skills

  • Confident in dealing with difficult situations

  • Good problem-solving skills

  • Proficient in Excel and Microsoft word, Outlook

  • VISTEC, Eagle or View Tool, JMS, GISMO (Thames Water systems)

  • TMA & NRSWA knowledge

  • Full UK driving licence

Additional Competencies Preferred

  • Previous utility industry knowledge and experience desirable

  • Environmental Awareness

  • Utilities SHEA (Water or Gas) Network (Energy & Utilities Skills)

To apply online click here.

Kelly Chapman

Kelly Chapman
Recruitment Advisor

[email protected]
07455 320 117

Grant Prior

Grant Prior
News Editor

[email protected]
07775 870 417

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