Customer Liaison Officer

Networkplus; Greater London; On-site; GBP 40,000 - 60,000; Full time

Job summary

A UK utility provider is seeking a Customer Liaison Officer to enhance customer experience during gas pipe replacements. The role involves traveling across the North West, managing customer feedback, resolving enquiries, and supporting community events. Key qualifications include a driving license and proficiency in customer service and Microsoft Excel. This position offers a competitive salary along with a full benefits package.

Benefits

Competitive salary

Full benefits package

Qualifications

• Driving Licence required.
• Previous customer service experience is essential.

Responsibilities

• Travel to multiple sites across the North West daily.
• Take ownership of CARE activities for customer satisfaction.
• Resolve customer enquiries and complaints within D+1 working days.
• Conduct KPI trend analysis against failures.
• Engage customers via relevant communications.

Skills

Customer service

Adaptability

Microsoft Excel

Digital device usage

Job description

Customer Liaison Officer

Department: Cadent

Employment Type: Permanent

Location: Worsley

Description

As part of the Customer team working 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

• You will be required to travel to multiple sites across the north west on a daily basis, having a driving licence is necessary to do this role.
• 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.
• Working toward KPIs and conducting 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.

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