Customer Liaison Officer
Customer Liaison Officer
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Job Description
Established in 2013 Sapphire Utility Solutions has quickly become the partner of choice for many clients across the UK in our chosen markets.
We provide award winning services to the clean water wastewater gas multi utilities and the highways sector. We are passionate about working alongside our clients and partners to maintain the utility services essential to modern life throughout the UK.
About the Role:
We are currently seeking a Customer Liaison Officer based out of our Operations office supporting the Better Rivers contract through United Utilities on behalf of Sapphire Utility Solutions. The key objective of this role is to proactively support all field-based customer activity to ensure all customers encounter a seamless professional and efficient customer journey. Working closely with both our Operational Teams the key purpose of this role is to effectively manage all Customer activity and communication during our works ensuring the Customer is consistently updated throughout all stages of the work.
- Location:Bamber Bridge Preston
- Hours: Monday to Friday 40 hours per week
- Salary: per annum
Responsibilities but not limited to:
- Telephoning and visit Customers to advise them of survey or works planned.
- Being the field-based first point of contact for all Customers
- To monitor the activity being conducted to ensure it is Customer focused and address any issues which may arise. Therefore there is a requirement to support our Operational Teams by providing coaching and feedback to ensure exceptional service delivery is delivered by everyone and reflected in our overall Customer Satisfaction scores.
- Liaising and proactively supporting all priority customer activity.
- Being the customer lead on site and supporting our Operational Teams
- Efficient and effective management of all customer enquiries and complaints.
- Conducting all customer communication activity by outbound calling or customer visits to provide pre-works advice and customer consent.
- Conducting customer satisfaction closure calls.
- Analysing Customer detail and data to understand and recommend key trends for best practice and areas for improvement.
- Conducting on site customer audits to ensure all works are compliant
- Effective management and resolution of Customer enquiries and complaints.
- The key point of contact and Customer lead for all Customers liaising with our Operations Teams to ensure all issues are efficiently resolved to the Customers satisfaction.
Experience and qualifications required for the role:
- UK Drivers licence with no more than 6 penalty points
- IT literate with experience of Microsoft packages (Word Excel Outlook etc.)
- Previous experience in working closely with Customers (preferably within a field-based role).
- Able to demonstrate achievement of performance targets and exceptional Customer satisfaction.
- Able to demonstrate a flexible approach that adapts to changing business and Customer needs
What you will get in return:
In joining Sapphire Utility Solutions as part of the Lanes Group - the UKs largest independent provider we are committed to fostering a workplace culture that prioritises the well-being growth and safety of our employees. Through continuous training professional development opportunities and a supportive environment that values every individuals unique contribution we empower our team to uphold the highest standards of integrity collaboration and inclusivity.
What we offer:
- 24 Days holiday plus Bank Holidays
- Pension
- Death in service
- Company van
- Hybrid working
The Lanes Group plccomprisesof a range of established service providers subsidiaries which complement the specialist service of Lanes by both work type and geography. Increasing our overall capability assets and offering to our customers.
Lanes - I - - - are an equal opportunities employer and welcome applications from under-represented members of the community
Strictly no agencies please
Required Experience:
Manager
Employment Type
Full-Time
