Customer Liaison Officer

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Established in 1994, OCU Group is one of the fastest growing utility engineering contractors in the UK, with a long successful track record in delivering customer-focused civil engineering solutions.

Working directly with many of the country’s leading blue-chip power, water, telecoms and rail clients, we are looking for the very best talent to join our growing team.

We pride ourselves on empowering our employees and offering opportunities for them to take control of their own personal development and career progression in a supportive environment.

We believe that being successful is a choice.

We choose to be successful.

We are OCU, ‘One Company United’.

The Customer Liaison Officer will serve as the primary point of contact for customers, handling enquiries, resolving issues, and ensuring a positive experience throughout the customer journey. This role requires strong communication skills, empathy, and the ability to build rapport with customers while effectively representing the company\’s interests.

Duties and Responsibilities:

Customer Interaction and Support:

• Act as the main point of contact for customers, responding to inquiries, requests, and concerns via phone, email, or in-person meetings.
• Provide timely and accurate information to customers regarding products, services, pricing, billing, and any other relevant queries.
• Assist customers in resolving issues or complaints by investigating the root cause, liaising with internal departments, and implementing appropriate solutions.
• Always maintain a professional and courteous demeanour, ensuring that customers feel valued and respected in their interactions with the company.

Relationship Building:

• Build and nurture strong relationships with customers to understand their needs, preferences, and expectations.
• Proactively engage with customers to gather feedback, address concerns, and identify opportunities for improvement.
• Collaborate with sales and account management teams to identify upsell or cross-sell opportunities and promote additional products or services to existing customers.

Record Keeping and Documentation:

• Keep detailed records of customer interactions, inquiries, complaints, and resolutions in the company\’s CRM system or database.
• Generate reports and summaries of customer feedback, trends, and issues for review by management and relevant stakeholders.
• Ensure that all customer data and information are handled securely and in compliance with data protection regulations.

Process Improvement:

• Identify opportunities to streamline and improve customer service processes and procedures to enhance efficiency and effectiveness.
• Work collaboratively with cross-functional teams to implement changes and enhancements that positively impact the customer experience.
• Stay updated on industry best practices, trends, and emerging technologies related to customer service and incorporate relevant insights into service delivery.

Customer Education and Outreach:

• Develop and distribute educational materials, tutorials, and resources to help customers maximize the value of products or services.
• Conduct outreach campaigns to inform customers about new features, updates, promotions, or events that may be of interest to them.
• Participate in customer-focused events, seminars, or webinars to engage with customers and provide valuable insights and support.

Skills and Experience:

• Bachelor’s degree in business administration, Marketing, Communications, or related field (or equivalent work experience).
• Proven experience in customer service, client relations, or a similar role, preferably in a customer-facing environment.
• Excellent communication skills, both verbal and written, with a strong ability to empathize and convey information clearly and effectively.
• Strong problem-solving and decision-making abilities, with a proactive and solution-oriented mindset.
• Proficiency in using CRM software, Microsoft Office Suite, and other relevant tools.
• Ability to work independently, prioritize tasks, and manage time effectively in a fast-paced environment.
• A positive attitude, resilience, and a commitment to delivering exceptional customer service.

Company Background

OCU leads the way in end-to-end infrastructure engineering in the utilities, digital, and energy markets, specialising in safely and efficiently delivering complex client requirements. Our breadth of capabilities and depth of operational capacity, paired with our cutting-edge technology, ensure that we are not just part of the market; we are leading it.

Working directly with many of the country’s leading power, energy transition, water, telecoms and digital clients, we are looking for the very best talent to join our growing team.

What We Value

We value our commitment to each other, summed up in our five values, we all sign up to these. We care about safety. We lead with integrity. We strive to be better every day. We make a positive impact. We deliver to grow. We are one company united.

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