Customer Liaison Officer
AH0711_1699373249
Posted: 07/11/2023
- £18 - £20 per hour
- Bedford, Bedfordshire
- TEMPORARY
Monday - Friday
Temp - Perm position
ASAP start
£18-20p/h PAYE
Driving license required
Site based
The Role:
As part of the project team, the Customer Liaison Officer will assist in the delivery of a business critical service to ensure that customers' expectations are exceeded.
They will manage all additional contacts, proactively monitor customer commitments and appointments, and ensure all confirmed work orders are analysed to verify correct completion.
Key Responsibilities:
Management of additional contacts and manager ring backs to ensure delivery of business targets Liaise with customers to identify and discuss reason for additional contact
Gain an understanding of manager ring back reason from previous job history and customers contact to resolve customers query Take ownership and manage customers' expectations Manage the local land owners where we are taking the land for the project build
Ensure questions that arise from additional contact and manager ring backs are directed to the correct place for resolution and escalated if required Ensure customers are kept fully informed of developments/progress
Take personal ownership and deliver a personal service which exceeds customer expectations
Identify and implement solutions to resolve any issues that may result in a dissatisfied customer Ensure own compliance with Quality procedures
Ensure that SAP is updated with all conversations and agreements Proactive monitoring of customer commitments
Proactively monitor customer work contact customers early to advise of problems with meeting commitments or appointments, agreeing a new date if necessary
Deal with queries from the customer and ensure other questions that arise during contact are directed to the correct place for resolution
Daily communications with land owners / farmers etc
Escalate situations to Site Agent/Project Manager to assist in managing operational risk Relay information to other internal stakeholders in incident situations Ensure own compliance with contingency plan procedures during incidents
Proactively screen confirmed work orders to verify satisfactory completion
Proactively monitor newly confirmed operations in the live environment
Assess status of confirmed operations and undertake further work as required
Send satisfaction survey to customer to understand if they are fully satisfied with the work that has been completed
Take the appropriate action for unresolved customer issues and feedback to improve customer satisfaction
Highlight any areas of process non-compliance so training needs can be identified
