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Customer Liaison Officer
December 9, 2020 | Comments Off on Customer Liaison Officer
Location: Exeter - Covering East - Exeter, Roundswell and Bournemouth
Business Area: Kier Utilities - South West Water
Permanent Full time
Kier and its partnership with South West Water are passionate about providing an exceptional service to customers. Under the Network Services Alliance (NSA) Framework we deliver reactive repair and maintenance services and planned works across the regions in the South West. We help to provide high quality drinking and waste water service throughout Cornwall, Devon, Bournemouth and small parts of Somerset.
About the Role
We have an opportunity for a 'Customer Liaison Officer to work as part of the operational Teams within the NSA, specifically on water related projects.
You will be responsible for delivering and supporting others to achieve excellent customer service
on behalf of South West Water and Kier, to ensure that our reputations for customer satisfaction
are protected before, during and after delivery of works and any subsequent Regulatory
measure or customer satisfaction score is impacted positively. This person will champion the needs
of all Customers and proactively manage them to minimise unwanted contacts and complaints.
You will effectively resolve all customer complaints and issues escalated by the client, you'll ensure
the customer engagement process is followed. You will also conduct regular audits.
As part of the role you will proactively manage sensitive interactions such as planned interruptions
and road closures.
Organisation will be key as you'll need to able to provide accurate records of complaint investigation
to enable root cause analysis.
What do we need from you?
You must be able to demonstrate a good standard of IT skills, be proficient in the use of MS Office (Specifically, Word & Excel) & be proficient with e-mails (Outlook). Have the ability to pick up and learn new data bases.
Experience in customer service would be advantageous, knowledge of South West Water and Kier customer policies and regulations would be beneficial.
Due to the nature of this role a full UK driving licence is required.
Bring your talent and ambition to Kier and you will be given the scope and opportunity to invest in your own future, to build your expertise and contribute to a rich and diverse culture.
In return we will give you a competitive reward and benefits package including:
It's worth remembering that we'll undertake the relevant/standard employment checks if you're successful in the selection process. This includes taking up your references, as well as checking your ID, driving licence (if appropriate) and your right to work in the UK. Some roles may also be subject to further pre-employment checks.
About Kier:
Make the journey. Leave a legacy.
Being part of Kier means living our values of being Collaborative, Trusted and Focused. We all have the potential to shape our world, and it's through these values that we will leave a lasting legacy. Bring your talent and ambition to Kier and you will be given the scope and opportunity to invest in your own future, to build your expertise and contribute to a rich and diverse culture.
Kier is an inclusive employer.
Closing date 23/12/2020