Customer Liaison Officer in Sheffield

Customer Liaison Officer at Lanesgroup

About the role As a Customer Liaison Officer at Lanesgroup, you will play a crucial role in enhancing customer satisfaction and fostering strong relationships between the company and its clients. This position involves acting as a primary point of contact for customers, ensuring their needs are met while also effectively communicating company policies and procedures. You will be instrumental in gathering feedback, resolving issues, and promoting the services offered by Lanesgroup, all while maintaining a professional and positive demeanor.

Location: Sheffield
Engagement: Full-time

What you'll do

• Serve as the main contact for customers, addressing inquiries and providing information about Lanesgroup's services and operations.
• Develop and maintain strong relationships with clients to ensure their needs are understood and met effectively.
• Gather customer feedback and insights to identify areas for improvement in service delivery and customer experience.
• Collaborate with various internal teams, including operations and technical support, to resolve customer issues promptly and efficiently.
• Prepare and deliver presentations to clients, showcasing Lanesgroup's capabilities and service offerings.
• Monitor and report on customer satisfaction metrics, providing recommendations for enhancements based on data analysis.
• Assist in the development of customer service policies and procedures to improve overall service quality.
• Organize and participate in customer meetings, ensuring that all relevant information is communicated clearly and effectively.
• Maintain accurate records of customer interactions and transactions using the company's CRM system.
• Participate in training sessions to stay updated on new services and industry trends that may impact customer needs.
• Handle escalated customer complaints with professionalism and empathy, ensuring a resolution that aligns with company standards.
• Contribute to the development of marketing materials that effectively communicate the value proposition of Lanesgroup's services to potential clients.

Requirements

• Proven experience in a customer service or liaison role, preferably within the utilities or construction sectors.
• Strong interpersonal and communication skills, with the ability to engage effectively with diverse clients.
• Excellent problem-solving abilities, demonstrating a proactive approach to resolving customer issues.
• Familiarity with CRM software and customer service management tools.
• Ability to work independently and as part of a team, managing multiple tasks simultaneously.
• A keen attention to detail, ensuring accurate documentation and reporting of customer interactions.
• Strong organizational skills, with the ability to prioritize tasks effectively in a fast-paced environment.

Nice to have

• Previous experience in the utilities or construction industry is highly desirable.
• Knowledge of health and safety regulations relevant to the industry.
• Proficiency in additional languages to cater to a diverse client base.
• Experience with data analysis tools to assess customer satisfaction metrics.
• Familiarity with project management principles and practices.

Skills & tools

The ideal candidate will possess strong communication and interpersonal skills, enabling them to build rapport with customers and internal teams alike. Proficiency in CRM systems is essential, along with the ability to analyze customer feedback and metrics to drive improvements. Familiarity with Microsoft Office Suite, particularly Excel and PowerPoint, will be beneficial for reporting and presentation purposes.

Practical notes

This position is based in Sheffield and is a full-time role, offering a competitive salary commensurate with experience. Lanesgroup is committed to fostering a diverse and inclusive workplace, encouraging applications from all qualified individuals. The company may provide support for visa sponsorship for the right candidate, ensuring that all applicants have the opportunity to contribute to the team.