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- Tasks: Be the go-to person for customer queries and ensure top-notch service.
- Company: Join Network Plus, a leading provider of essential utility services in the UK.
- Benefits: Enjoy a competitive salary, full benefits package, and a diverse workplace.
- Why this job: Make a real impact on customer satisfaction while working in a supportive environment.
- Qualifications: Experience in utilities and strong management skills are essential.
- Other info: We celebrate diversity and welcome applications from all backgrounds.
The predicted salary is between 28800 - 43200 £ per year.
Customer Liaison
Department: Cadent
Location: Leicester
Description
As part of the Customer team, you will work with our Gas replacement delivery partners to inform, communicate and liaise with customers along their journey with us in providing a safe and reliable, utility network across the North West. Working to create an exceptional customer experience whilst we replace the gas pipes in the road and to their property.
Key Responsibilities
- 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.
- Coordinate and support LDP Lasting Impression and Community Social Value events.
- Liaise with the planning team to understand which projects require a CLO on site.
- Work toward KPIs and conduct trend analysis against failures.
- Engage customers via relevant communications such as letters, drop cards within the prescribed noticing timeframe.
- Manage and identify PSR customers in accordance with GSOP3, ensuring that replacement gas supplies are installed on their premises when requested.
Experience and Qualifications
- Driving Licence
- Previous customer service experience, able to adapt to customer needs.
- Microsoft Excel proficient.
- Able to use digital devices and built‑in apps.
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.
Seniority Level
Entry level
Employment Type
Full‑time
Job Function
Other
Industries
Utilities
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Customer Liaison Officer employer: Network Plus
Contact Detail:
Network Plus Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Liaison Officer
✨Tip Number 1
Familiarise yourself with the utilities sector, especially the gas industry. Understanding the specific challenges and customer needs in this field will help you stand out during interviews.
✨Tip Number 2
Showcase your customer service experience by preparing examples of how you've successfully resolved complaints or improved customer satisfaction in previous roles. This will demonstrate your ability to handle the responsibilities of a Customer Liaison Officer.
✨Tip Number 3
Highlight any relevant qualifications, such as health and safety certifications or supervisory experience. These credentials can set you apart from other candidates and show your commitment to safety and leadership.
✨Tip Number 4
Prepare to discuss how you would implement a customer experience strategy. Think about innovative ideas you could bring to the role that would enhance customer feedback and satisfaction scores.
We think you need these skills to ace Customer Liaison Officer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and utilities. Emphasise any supervisory roles or qualifications you have, especially those related to health and safety.
Craft a Strong Cover Letter: In your cover letter, demonstrate your understanding of the role by mentioning specific responsibilities such as handling customer enquiries and complaints. Show how your skills align with their key competencies like communication and performance management.
Showcase Relevant Experience: Provide examples from your past work that illustrate your ability to exceed customer satisfaction scores and manage customer feedback effectively. Use metrics where possible to quantify your achievements.
Research the Company: Familiarise yourself with Network Plus and their commitment to customer service and community values. Mention this knowledge in your application to show your genuine interest in the company and its mission.
How to prepare for a job interview at Network Plus
✨Showcase Your Customer Focus
Make sure to highlight your relevant experience in customer service. Be prepared to discuss specific examples where you adapted to customer needs and how you achieved exceptional feedback scores.
✨Demonstrate Leadership Skills
As a Customer Liaison Officer, you'll need to act as an ambassador for customer standards. Share instances where you've led teams or initiatives that improved customer satisfaction and how you influenced others positively.
✨Prepare for Scenario Questions
Expect questions about handling customer complaints and enquiries. Think of scenarios where you resolved issues effectively and be ready to explain your thought process and the outcomes.
✨Understand the Industry
Familiarise yourself with the gas industry and any relevant regulations. Showing that you have a general understanding of the sector will demonstrate your commitment and readiness for the role.
