At a Glance
- Tasks: Engage with clients and communities to enhance customer experience and support project delivery.
- Company: Join Barhale, a leading civil engineering firm with over 40 years of experience.
- Benefits: Enjoy competitive salary, generous leave, and a supportive work environment.
- Other info: Opportunities for career progression and personal development in a dynamic team.
- Why this job: Make a real impact in your community while developing your career in a people-centric company.
- Qualifications: Experience in customer service and strong communication skills are essential.
The predicted salary is between 30000 - 40000 £ per year.
About Barhale
Barhale is a business founded on family values, having been established by our Chairman, Dennis Curran, in 1980. We are one of the largest privately owned civil engineering and infrastructure specialists in the UK, with over 40 years of experience in providing design, civil engineering and maintenance services working across multiple sectors, including:
- Water
- Transport
- Built environment
- Energy
We operate as a tier one partner for blue chip, regulated and private clients, working as part of large frameworks, joint ventures and alliances, as well as on individual standalone projects, developing long-term relationships based on delivering to the Barhale values which have been integral to our business since their inception in 1985. Our direct delivery model is at the core of everything we do, as we believe that people are our greatest asset. Therefore, we robustly source, train and retain all our own frontline delivery teams as well as management and support services. We employ over 1,200 employees nationwide. We possess a range of specialist skills to support our civil engineering and infrastructure activities, including:
- Tunnelling
- MEICA
- Temporary and permanent design
- Steel-fabrication
- Signs (design and fabrication)
- Health & safety equipment and products, including PPE
Why join Barhale?
As Gold Investors in People, we are committed to a high standard of people practices, creating an inclusive environment and ensuring cultural alignment to business strategy, ethos and philosophies. Job security, long-term secured work through various frameworks and large infrastructure schemes. A broad range of civil engineering, mechanical and electrical schemes across some of the UK’s largest infrastructure projects and clients. Strong career progression as demonstrated by our track record in promoting from within, as we believe this is a key driver of our success.
The Role
To provide customer service to all stakeholders, which aligns with Barhale’s 3 Pillars Sustainability Model of Profit, Safety, and Environment. The post holder will work collaboratively with our clients to support a region-wide customer strategy, to guide project-specific customer plans.
Key Responsibilities
- Strategy
- Establish and maintain a good working relationship with our clients to define and support the customer strategy.
- Contribute to the development and implementation of the customer strategy through analysis of performance.
- Assist customer management processes by listening to the voice of the customer during the planning and delivery stages of the project.
- Report to the Manager and support them in successfully implementing our client duties.
- Insights and Analysis
- Measure the customer experience that impacts our CMex/DMex and NPS measures to produce valuable insights and to identify customer trends.
- Ensure that our customer action plan maximises the customer experience and meets local community needs.
- Monitor and measure customer satisfaction KPIs.
- Be responsible for reporting on the customer satisfaction scoring and providing feedback to our clients and operational teams.
- Create and develop case studies based on initiatives, activities and engagements.
- Performance
- Engage with the Client’s Customer Challenge Group to develop and improve the customer relationship.
- Support the development of Power BI Apps to analyse/collate/communicate data through digital portals.
- Work closely with our clients and Barhale’s team to develop/share digital methods (Twitter/blogs/apps) to allow customers to engage and gain valuable customer insights.
- Work with the design and delivery team to ensure project deliverables provide an excellent customer experience.
- Follow and promote the Barhale customer handbook and ensure that the handbook guidelines are followed by site and operational teams; support in developing and updating the Barhale customer handbook.
- Work collaboratively with stakeholders to align on methodologies and insights to achieve an excellent customer experience.
- Community and Engagement
- Support Clients with their customer engagement targets and promote and implement key messages in local communities.
- Take a proactive approach in promoting civil engineering as a career choice to schools and colleges by attending and delivering STEM events.
- Engage with the local community by visiting the areas to identify issues with services, access, vulnerable people, landlords/owners, and stakeholders.
- Liaise with the local community regarding project plans to keep residents and members of the public up to date with project developments and measure project plan performance.
- Share knowledge and provide training when applicable with the site team regarding good public relations through our values.
- Identify and deliver social value initiatives in relation to projects, but not limited to this.
About you
Essential
- Previous experience working within a Customer/Community-focused position.
- Proficient in delivering service improvements.
- Accomplished in research insight and analytics, with the ability to present the data.
- Good interpersonal, organisational, communication and time management skills.
- Ability to show empathy and understanding of customer needs.
- Proficient with the Microsoft suite of packages.
- Good social media skills with the ability to develop engaging and timely updates on project development across varied communication platforms.
- Ability to work collaboratively and effectively within a team.
Desirable
- Degree or equivalent in Customer Services, Mass Communications, social media and/or Marketing.
Caring and investing in you
Our values have been embedded at Barhale for over 40 years, and they are our guiding principles regarding how we care and invest in people. Our values are our commitment to being a people-centric company. As a Gold Investors in People company and a Sunday Times 100 Best Company to Work For, we are committed to investing in people. We are passionate about creating a working environment where people are supported throughout their careers, where people can enjoy security and be part of a company that cares about them. From the moment you join us, your well-being and career aspirations will be supported by.
Competitive salary, Company Pension, Life Assurance, Private Medical, 25 days of annual leave in addition to 8 public bank holidays and loyalty days, 8 hours volunteering, Employee Assistance Programme to support your mental, physiological and financial wellbeing, Flexible benefits via salary sacrifice, Company car/green car scheme/car allowance/Van (dependent on position), Leadership & management training and coaching, Regular line management engagement and appraisal to support your career progression, Development supported by internal and externally delivered training, Continuous service awards.
Would you like to know more? Please contact our Recruitment team via.
StudySmarter Expert Advice🤫
We think this is how you could land Customer and Stakeholder Advisor - St. Albans, Hertfordshire
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Barhale. 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 Barhale 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 and Stakeholder Advisor - St. Albans, Hertfordshire
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 Barhale:Your cover letter is your chance to shine! Tell us why you want to work at Barhale 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 Barhale!
How to prepare for a job interview at Barhale
✨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.
