At a Glance
- Tasks: Be the go-to person for customers, ensuring smooth communication and resolving issues.
- Company: Join Network Plus, a leading utility services provider in the UK.
- Benefits: Enjoy a competitive salary, full benefits package, and a diverse workplace.
- Other info: Embrace a supportive environment that values diversity and career growth.
- Why this job: Make a real difference in customer experiences while working on essential projects.
- Qualifications: Previous customer service experience and strong communication skills are a must.
The predicted salary is between 27000 - 33000 £ per year.
As part of the Customer team working with our Water & Waste replacement delivery partners to inform, communicate and liaise with customers along their journey with us in providing a safe and reliable utility network across the South West. Working to create an exceptional customer experience whilst we replace the gas pipes in the road and to their property.
Key Responsibilities
- Customer Communication: Act as the primary point of contact for customers regarding water and wastewater services projects across the South West.
- Issue Resolution: Address and resolve customer complaints, inquiries, and service issues promptly within internal customer and stakeholder for the project.
- Service Coordination: Coordinate between customers and operational teams to schedule repairs, maintenance, and service interruptions.
- Stakeholder Engagement: Build and maintain strong relationships with customers, local authorities, and community representatives.
- Project Updates: Provide clear, timely updates to customers about ongoing projects, planned works, or disruptions.
- Emergency Response: Manage customer communications during water supply or wastewater emergencies, ensuring timely updates and resolutions.
- Information Management: Maintain accurate records of customer interactions, inquiries, and resolutions.
- Feedback Collection: Gather customer feedback to improve service delivery and identify trends or recurring issues.
- Complaint Escalation: Escalate complex or unresolved issues to the appropriate departments or management teams.
- Awareness Campaigns: Support public awareness initiatives related to water conservation, wastewater management, and service enhancements.
- Report Generation: Prepare and submit regular reports on customer interactions, complaints, and satisfaction levels.
- Community Engagement: Attend public meetings or community events to address concerns and share project details.
Skills, Knowledge & Expertise
- Previous experience in a similar, customer focused role.
- Effective internal and external stakeholder management.
- Comprehensive knowledge of the water industry & willingness to learn.
- Enthusiastic and self-motivated.
- Effective verbal and written communication skills with the ability to engage with stakeholders at any level.
- Willingness to challenge processes and implement change where necessary.
- Ability to coach those working within your team and wider network.
- Ability to analyse data and understand how to make improvements which will have a positive impact on performance.
Job Benefits
We offer a competitive salary based on experience along with a full benefits package. Network Plus is proud to be an Equal Opportunity Employer. We celebrate diversity and do not discriminate based on race, religion, colour, 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 which you can find here - https://networkplus.co.uk/privacy-and-cookie-policy.
About Network Plus
Network Plus is an award-winning business delivering essential utility and infrastructure services for the UK’s major providers of gas, power, telecoms, transport, water, and wastewater. We value the variety of experience, perspective, and other points of difference our workforce, clients, and supply chain offer. We are actively working with colleagues across the Network Plus Group to develop an inclusive environment we want all our employees to feel valued and included to enable everyone to thrive at work and understand the value of their contribution matters no matter their background, identity, or circumstances.
Customer Liaison Officer in Exeter employer: All The Top Bananas
Network Plus is an exceptional employer, dedicated to fostering a diverse and inclusive work environment where every employee feels valued. As a Customer Liaison Officer, you will play a crucial role in enhancing customer experiences across the South West, supported by a competitive salary and comprehensive benefits package. With a strong focus on employee growth and development, Network Plus offers unique opportunities to engage with local communities and make a meaningful impact in the utility sector.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Liaison Officer in Exeter
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at All The Top Bananas. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like All The Top Bananas before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Liaison Officer in Exeter
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to All The Top Bananas:Your cover letter is your chance to shine! Tell us why you want to work at All The Top Bananas specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at All The Top Bananas!
How to prepare for a job interview at All The Top Bananas
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
