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- Tasks: Engage with clients, resolve issues, and ensure top-notch customer service.
- Company: Browne Construction is dedicated to delivering quality projects while prioritising customer satisfaction.
- Benefits: Enjoy a dynamic work environment with opportunities for growth and development.
- Why this job: Join a team that values creativity and problem-solving in a customer-centric culture.
- Qualifications: Experience in customer service and proficiency in MS Office required; adaptability to new systems is a plus.
- Other info: This role offers a chance to make a real impact on community relations.
The predicted salary is between 36000 - 60000 £ per year.
Reporting to: Head of Customer
Hours of work: 40 hours per week
Department: Customer
Location: Role covers all clients
Key Competencies- Ability to work with all levels of stakeholders.
- Representing Browne Construction in stakeholder and client meetings.
- Experience in handling customer escalations.
- 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.
- Previous experience in a similar customer management role.
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- To execute the customer communication strategies on all Browne Construction projects.
- Deliver mailshots to residents and businesses: start letters, shut and abandonment communications.
- Hold drop-in sessions and complete proactive door-to-door engagement.
- Engage with local residents and resolve any issues or escalations.
- Attend to and resolve customer enquiries and complaints, both by telephone and in person. Providing feedback to our clients on all escalations.
- 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.
- Provide feedback to the Browne Construction management on any customer problem/complaints which may impact the contract.
- 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.
- Compile and regularly review the customer liaison collateral, including letter templates for shuts / abandonments.
- Conduct tool box talks and training on customer related issues to site teams.
- Build and maintain good working relationships with clients’ customer facing departments, local authorities and other key stakeholders.
- Produce relevant reporting related to customer service, including Monthly client updates and board reviews.
- Present customer performance activity and client monthly performance reviews.
- 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.
- Carry out any other support duties appropriate to this role.
Customer Liaison Manager employer: J.Browne Construction Company Limited
Contact Detail:
J.Browne Construction Company Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Liaison Manager
✨Tip Number 1
Familiarise yourself with Browne Construction's projects and their impact on the community. Understanding the specific challenges faced by residents and businesses will help you engage effectively during interviews and demonstrate your commitment to customer service.
✨Tip Number 2
Brush up on your problem-solving skills, as this role requires creative thinking to resolve customer issues. Prepare examples of how you've successfully handled escalations in previous roles to showcase your ability to manage difficult situations.
✨Tip Number 3
Network with professionals in the construction and customer service sectors. Attend industry events or join relevant online forums to connect with individuals who can provide insights into the role and potentially refer you to opportunities at Browne Construction.
✨Tip Number 4
Demonstrate your adaptability by familiarising yourself with tools like Power BI and LBox. Showing that you're proactive in learning these systems can set you apart from other candidates and highlight your readiness for the role.
We think you need these skills to ace Customer Liaison Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and management roles. Emphasise your ability to handle escalations and work with various stakeholders, as these are key competencies for the Customer Liaison Manager position.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and your understanding of Browne Construction's commitment to quality. Mention specific examples from your past experiences that demonstrate your problem-solving skills and adaptability to new systems.
Showcase Relevant Skills: Highlight your proficiency in MS Excel, PowerPoint, and Word, as well as any experience with Power BI or similar systems. This will show that you are prepared to handle the technical aspects of the role effectively.
Prepare for Potential Questions: Think about how you would respond to questions regarding customer escalations and stakeholder engagement. Prepare examples that showcase your ability to resolve issues creatively and maintain strong relationships with clients and stakeholders.
How to prepare for a job interview at J.Browne Construction Company Limited
✨Showcase Your Customer Service Experience
Make sure to highlight your extensive experience in customer service during the interview. Share specific examples of how you've handled escalations and resolved issues, as this role requires a strong background in dealing with the public.
✨Demonstrate Problem-Solving Skills
Prepare to discuss situations where you had to think creatively to resolve customer issues. The interviewers will be looking for your ability to compromise and find solutions, so have a few scenarios ready to illustrate your problem-solving skills.
✨Familiarise Yourself with Relevant Tools
Since proficiency in MS Excel, PowerPoint, and Word is essential, brush up on these tools before the interview. Additionally, if you have any experience with Power BI or LBox, be sure to mention it, as adaptability to new systems is crucial for this role.
✨Engage with Stakeholder Management
This position involves representing Browne Construction in various meetings. Be prepared to discuss your experience working with different stakeholders and how you build and maintain relationships. This will demonstrate your capability to engage effectively with clients and local authorities.
