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Customer Liaison Officer
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Network Plus
Customer Liaison Officer

Customer Liaison Officer

Leicester Full-Time 28800 - 43200 £ / year (est.) No home office possible
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At a Glance

  • 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.

Description

Our Role
You will be ultimately responsibility 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.
· Coordinate and support LDP Lasting Impression and Community Social Value events.

Key Responsibilities

Key Competencies
Leadership – Act as an Ambassador promoting the CMO Customer minimum standards
Health, Safety & Environment – Report / escalate 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 gas industry is desirable. Able to use digital devices and built in apps. Able to prioritise tasks and work independently
Core Responsibilities
Strategy:
· Ensure a customer service culture is adopted throughout the teams.
· Carry out measurable customer feedback activities – surveys, courtesy calls and such. Covert feedback in to 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.
Health and Safety:
· Visit and walk each site before work commences to identify potential risk and when sites closed.
Financial / Operations:
· Track customer experience KPI’s and compile monthly 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

Qualifications/Skills Required
· Experience of working in Utilities
· Supervisor Street works qualification
· Health & Safety 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.

About Network Plus

Network Plus is an award-winning business delivering essential utility and infrastructure services for the UK’s major providers of gas, power, telecoms, transport, water, and wastewater.
We value the variety of experience, perspective, and other points of difference our workforce, clients, and supply chain offer.
We are actively working with colleagues across the Network Plus Group to develop an inclusive environment – we want all our employees to feel valued and included to enable everyone to thrive at work and understand the value of their contribution matters no matter their background, identity, or circumstances.

Customer Liaison Officer employer: Network Plus

Network Plus is an exceptional employer that prioritises a customer-centric culture and values diversity within its workforce. With a strong commitment to employee growth, we offer comprehensive training and development opportunities, alongside a competitive salary and benefits package. Our inclusive work environment fosters collaboration and innovation, making it an ideal place for those looking to make a meaningful impact in the utilities sector.
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Contact Detail:

Network Plus Recruiting Team

View Network Plus Profile

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

Customer Service Experience
Complaint Resolution
Interpersonal Skills
Communication Skills
Performance Management
Leadership Skills
Project Management
Operational Understanding of Utilities
Health and Safety Awareness
Data Analysis
Trend Analysis
Ability to Work Independently
Adaptability to Customer Needs
Financial and Commercial Awareness
Influencing Skills

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.

Customer Liaison Officer
Network Plus
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  • Customer Liaison Officer

    Leicester
    Full-Time
    28800 - 43200 £ / year (est.)

    Application deadline: 2027-08-27

  • N

    Network Plus

    View Network Plus Profile
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