Customer Liaison Manager

Reporting to: Head of Customer

Hours of work: 40 hours per week

Department: Customer

Location: Role covers all clients

Key Competencies

Personal Attributes

• Ability to work with all levels of stakeholders. Representing Browne Construction in stakeholder and client meetings.
• Experience in handling customer escalations
• Customer Service experience: extensive experience in dealing with the general public on service related issues both in person and via telephone and e-mail.
• Problem solving – many customer issues require compromise and creative thinking to resolve
• Proficient in using MS Excel, MS Powerpoint and MS Word
• Adaptability to using new systems: Power BI, LBox and client related systems

Technical Specification

• Previous experience in a similar customer management role

Role Purpose

To provide quality customer service to residents and businesses impacted by Browne Construction projects. Acting as a professional point of contact for Browne Construction to support our clients’ customer service functions. In AMP8, the workload will be increasing significantly, both in terms of volume as well as in geographic location. A senior customer presence in both stakeholder engagement and client management is required to meet the customer demands of our clients. This role also provides an appropriate level of cover for the Head of Customer function, as well as succession planning for the Customer Department.

Role Summary

1. To execute the customer communication strategies on all Browne Construction projects
2. Deliver mailshots to residents and businesses: start letters, shut and abandonment communications
3. Hold drop-in sessions and complete proactive door-to-door engagement
4. Engage with local residents and resolve any issues or escalations
5. Attend to and resolve customer enquiries and complaints, both by telephone and in person. Providing feedback to our clients on all escalations.
6. Liaise with Browne Construction operations teams to ensure the customer communication timelines and progress updates are in line with the overall operational plan. i.e. Produce Customer Impact Assessments for upcoming schemes and attend client readiness meetings
7. Provide feedback to the Browne Construction management on any customer problem/complaints which may impact the contract.
8. Provide high quality information and service to meet the needs of Thames Water, Affinity Water and other clients (internal and external) to project and promote the customer-centricity of Browne Construction. i.e. representing Browne Construction in project updates and local authority updates
9. Compile and regularly review the customer liaison collateral, including letter templates for shuts / abandonments
10. Conduct tool box talks and training on customer related issues to site teams
11. Build and maintain good working relationships with clients’ customer facing departments, local authorities and other key stakeholders.
12. Produce relevant reporting related to customer service, including Monthly client updates and board reviews
13. Present customer performance activity and client monthly performance reviews.
14. Assist in the development of key procedures and maintain working knowledge of various systems, both internal and external. E.g. Power BI shut process / LBox letter delivery interface
15. Carry out any other support duties appropriate to this role.

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