At a Glance
- Tasks: Be the voice of our customers, ensuring their needs are met and feedback is acted upon.
- Company: Join a leading utilities company committed to exceptional customer service.
- Benefits: Competitive salary, full benefits package, and a diverse workplace culture.
- Other info: Opportunities for career growth and a supportive team environment await you.
- Why this job: Make a real difference in customer experiences while developing your skills.
- Qualifications: Experience in customer service and strong communication skills are essential.
The predicted salary is between 30000 - 40000 £ per year.
You will be ultimately responsible for handling activities as outlined below:
- Take ownership of CARE activities (Pre, During & Post) necessary to achieve exceptional customer feedback and customer satisfaction scores.
- Support operational ownership in resolving customer enquiries and complaints within D+1 working days.
- Deliver effective walk off post completion activities that are coordinated by the Customer Manager.
Key Responsibilities
- Effective CARE completion on all projects D+1 % contact close out support 80% Walk Off completion (successful visits & score captured)
Core Responsibilities
- Strategy: Ensure a customer service culture is adopted throughout the teams. Carry out measurable customer feedback activities – surveys, courtesy calls and such. Convert feedback into actions. Implement the customer experience strategy. Proactively shape improvements to the customer experience and service. Liaise with the planning manager to understand which projects require a CLO on site. Use initiative, prioritise workload and work unsupervised.
- Financial / Operations: Track customer experience KPI’s and compile monthly & weekly reports.
- Customer / Market: Take ownership of activities necessary to achieve exceptional customer feedback and customer satisfaction score. Conduct trend analysis against failures. Engage customers via relevant communications such as letters, drop cards within the prescribed noticing timeframe. Take ownership for resolving customer enquiries and complaints on a Day+1 basis by liaising with customer call centre personnel. Act as an escalation point for major complaints, repetitive issues or failures and agree resolution with the customer and client stakeholders. Manage vulnerable customers in accordance with GSOP3, ensuring that replacement gas supplies are installed on their premises when requested.
Experience and Qualifications
- Key Competencies:
- Leadership – Act as an Ambassador promoting the Customer minimum standards.
- Health, Safety & Environment – Report / escape any HSEQ near misses / hazards observed.
- Customer focused – Relevant contract/customer service experience. Able to adapt to customer needs.
- Embracing Change – Able to support performance review sessions and drive performance improvement.
- Communication – Effective interpersonal skills.
- Influencing skills – Able to positively influence customer thinking.
- Performance Management – Demonstrable experience of exceeding targets/KPI’s.
- Innovation and Creative Thinking – Able to adapt to customer needs.
- Operational Understanding – General knowledge of the Electric industry is desirable. Able to use digital devices and built in apps. Able to prioritise tasks and work independently.
Qualifications/Skills Required:
- Experience of working in Utilities.
- Supervisor Street works qualification an advantage.
- Strong management skills – people, project and client management.
- Financial and commercial awareness.
- Driving Licence.
Salary and 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.
Customer Liaison Officer in Torquay employer: Go Traffic Management Limited
At National Grid, we pride ourselves on fostering a dynamic work culture that prioritises exceptional customer service and employee development. As a Customer Liaison Officer in Torquay, you will benefit from a competitive salary and comprehensive benefits package, while being part of a diverse team that values innovation and collaboration. Our commitment to your growth and the opportunity to make a meaningful impact in the community makes us an outstanding employer for those seeking rewarding careers.
Contact Details:
Go Traffic Management Limited Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Liaison Officer in Torquay
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Go Traffic Management Limited. 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 Go Traffic Management Limited 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 Torquay
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 Go Traffic Management Limited:Your cover letter is your chance to shine! Tell us why you want to work at Go Traffic Management Limited 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 Go Traffic Management Limited!
How to prepare for a job interview at Go Traffic Management Limited
✨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.
