Start Hiring Start Appying
Start Appying

StudySmarter Job Board

Customer Liaison Officer (Leicester)
Job Board
Companies
Network Plus
Customer Liaison Officer (Leicester)

Customer Liaison Officer (Leicester)

Leicester Full-Time 28800 - 43200 £ / year (est.) No home office possible
Go Premium
N

At a Glance

  • Tasks: Manage customer feedback and resolve enquiries to ensure satisfaction.
  • 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: Be part of a team that values customer experience and promotes inclusivity.
  • Qualifications: Experience in utilities and strong management skills are preferred.
  • Other info: We welcome applications from all backgrounds, including ex-Armed Forces personnel.

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/KPIs.
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 KPIs 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 UKs 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 (Leicester) employer: Network Plus

Network Plus is an exceptional employer located in Leicester, offering a dynamic work environment that prioritises customer satisfaction and employee growth. With a strong commitment to diversity and inclusion, we provide comprehensive benefits and opportunities for professional development, ensuring that every team member feels valued and empowered to make a meaningful impact in the utilities sector.
N

Contact Detail:

Network Plus Recruiting Team

View Network Plus Profile

StudySmarter Expert Advice 🤫

We think this is how you could land Customer Liaison Officer (Leicester)

✨Tip Number 1

Familiarise yourself with the gas industry and its regulations. Understanding the basics will not only help you in interviews but also show your commitment to the role.

✨Tip Number 2

Demonstrate your customer service skills by preparing examples of how you've successfully resolved complaints or improved customer satisfaction in previous roles.

✨Tip Number 3

Highlight your leadership abilities by discussing any experience you have in managing teams or projects, especially in a customer-focused environment.

✨Tip Number 4

Be ready to discuss how you can contribute to a positive customer service culture. Think about specific strategies or initiatives you could implement to enhance customer experience.

We think you need these skills to ace Customer Liaison Officer (Leicester)

Customer Service Excellence
Complaint Resolution
Effective Communication Skills
Interpersonal Skills
Leadership and Team Management
Performance Management
Operational Understanding of Utilities
Health and Safety Awareness
Project Management
Data Analysis and Reporting
Adaptability to Change
Influencing Skills
Time Management and Prioritisation
Community Engagement
Digital Literacy

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 health and safety qualifications you possess, as these are key for the Customer Liaison Officer position.

Craft a Strong Cover Letter: In your cover letter, demonstrate your understanding of the role's responsibilities. Mention specific examples of how you've handled customer complaints or improved customer satisfaction in previous roles.

Showcase Relevant Skills: Highlight your leadership, communication, and problem-solving skills in your application. Use concrete examples to illustrate how you've influenced customer thinking or managed projects effectively.

Research Network Plus: Familiarise yourself with Network Plus and their commitment to customer service and community engagement. Mention this knowledge in your application to show your genuine interest in the company and its values.

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 a team or influenced others positively, especially in challenging situations.

✨Prepare for Scenario Questions

Expect questions that assess your problem-solving abilities. Think of scenarios where you've resolved customer complaints or improved service delivery, and be ready to explain your thought process.

✨Understand the Industry

Familiarise yourself with the gas industry and any relevant regulations. Showing that you have a general knowledge of the sector will demonstrate your commitment and readiness for the role.

Customer Liaison Officer (Leicester)
Network Plus
Go Premium

Land your dream job quicker with Premium

You’re marked as a top applicant with our partner companies
Individual CV and cover letter feedback including tailoring to specific job roles
Be among the first applications for new jobs with our AI application
1:1 support and career advice from our career coaches
Go Premium

Money-back if you don't land a job in 6-months

N

  • Customer Liaison Officer (Leicester)

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

    Application deadline: 2027-08-27

  • N

    Network Plus

    View Network Plus Profile
Similar positions in other companies
UK’s top job board for Gen Z
discover-jobs-cta
Discover now
>