At a Glance
- Tasks: Engage with the community and manage customer relationships for impactful construction projects.
- Company: Join CMDP+, a dynamic joint venture improving water services in the UK.
- Benefits: Gain valuable experience, develop communication skills, and work in a supportive environment.
- Other info: Opportunity for growth in a collaborative and innovative company culture.
- Why this job: Make a difference in your community while building your career in customer relations.
- Qualifications: Strong communication skills and a passion for community engagement.
The predicted salary is between 27000 - 33000 £ per year.
CMDP+ is looking to strengthen their team with a Customer Relations Advisor. Based at Whitfield, Kent, you will be responsible for managing the relationship between the project and external and internal stakeholders including members of the public and the local community affected by the construction scheme, the client and any additional interested parties.
Responsibilities:
- Follow processes set out in Southern Water’s AMP8 ‘Customer Journey’ process map
- Attend site visits to assess likely customer impact (alongside CMDP+ and Southern Water staff)
- Draft (and implement) scheme-specific Customer Impact Assessments and Communications Plans for CMDP+ projects
- Implement activities within approved (scheme-specific) Communications Plans
- Work with Southern Water Brand Team to arrange public info signage (standard and/or bespoke as required)
- Drafting customer letters (e.g. Start-on-Site, progress updates, etc)
- Arrange and attend drop-in events/consultations/open days to engage local community
- Meetings with local customers/organisations as required
- Work closely with CMDP+ and Southern Water project team staff to anticipate and mitigate impact of construction activities on local communities
- Review 3rd party risk with project team on a monthly basis and update tracker
- Harness and support the Southern Water “one team” culture
- Act as initial point of contact for customer enquiries and complaints – representing Southern Water and CMDP+
- Manage enquiry/complaint process from receipt to resolution, in accordance with framework SLAs
- Log all enquiries/complaints on agreed reporting platform
- Build relationships with local customers, businesses, clubs and other relevant organisations – promoting trust and integrity
- Support Considerate Constructors Scheme registration, compliance and audits (as required)
- Work closely with CMDP+’s Customer Relations Lead, Social Value Manager and Communications Manager to ensure integrated activity
- Work with CMDP+ Communications Manager to ensure utilisation of social media to engage local communities as necessary
- Work with Southern Water Insight Team to arrange customer feedback surveys at agreed points of project lifecycle (if required)
- Ensure feedback is analysed and fed back to project teams at regular intervals to ensure continuous improvement
Knowledge, Skills, and Experience:
- Essential:
- Engagement Delivery: Maintains oversight of longer-term engagement planning to support delivery.
- Advocacy: Hosts and leads internal Community Relations forums.
- Public Interface: Ensure public facing activities are undertaken in accordance with Costain/ client policies and procedures.
- Management of Complaints & Enquiries: Complaints and enquiries consistently closed out on time and without further escalation.
- Written Communication: Writing style consistent with corporate and/or client tone.
- Presentation Skills: Competently presents at internal and external community/ industry events.
- Social Value: Can collect and analyse relevant data to assess impact.
- Stakeholder Management: Comprehensively maps local and regional stakeholders shares intelligence with colleagues and client.
- Negotiation & Facilitation: Confident to articulate point of view with internal/ external stakeholders, achieving positive outcomes.
- Risk Management: Instigates lessons learned sessions to ensure the Costain proposition is high quality.
- Contractual Compliance: Monitoring and reporting compliance with legislatory/ contractual SLA’s.
- Desirable:
- Engagement Delivery: Influences project programme to minimise negative stakeholder/ community impact.
- Advocacy: Leads industry peer networking and best practice sharing opportunities.
- Public Interface: Able to intervene and manage confrontational situations to resolve.
- Management of Complaints & Enquiries: Uses appropriate styles and arguments to influence and negotiate mutually satisfactory outcomes.
- Written Communication: Drafts text for external release or submission relation to politically or reputationally sensitive information.
- Presentation Skills: Confidently able to immediately field questions and feedback raised at external community events/ stakeholder meetings/ presentations, including project level issues.
- Social Value: Interprets complex data to provide insights into performance.
- Stakeholder Management: Able to build and maintain effective relationships at a senior level within the stakeholder organisation.
- Negotiation & Facilitation: Able to resolve issues through negotiation with internal/ external stakeholders.
- Risk Management: Implements process improvements and mitigation, and tracks performance.
- Contractual Compliance: Facilitate development of improvement plans and lessons learned where service levels have not been attained.
Full time
Customer Relations Advisor in Sittingbourne employer: Costain
As a leading employer in traffic management, we pride ourselves on fostering a collaborative and innovative work culture that prioritises safety and efficiency. Our commitment to employee growth is evident through continuous training opportunities and support for professional development, ensuring that our team members thrive in their roles. Located in a vibrant area with access to essential resources, we offer a dynamic environment where your contributions directly impact the success of our projects and the safety of the community.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Relations Advisor in Sittingbourne
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Costain. 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 Costain 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 Relations Advisor in Sittingbourne
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 Costain:Your cover letter is your chance to shine! Tell us why you want to work at Costain 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 Costain!
How to prepare for a job interview at Costain
✨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.
