Customer Liaison Officer

This is a fantastic role for an individual with good confidence, organisational and communication skills both written and verbal. The ideal candidate will be pro-active and can manage their own tasks.Job PurposeAccountable to Customer Liaison Manager for the effective provision of service to customers, maintaining appropriate customer service management system ensuring customer and client expectations are maintained at the highest standards, and providing direct support to the Operation and its delivery of the contracted Tier 1 and Day Works requirement.Roles and Responsibility1.     Investigate and resolve complaints, meeting the resolution timescales specified within the published complaints handling procedure, and complying with the internal complaints handling standard (CRM). This will also involve visiting sites to assist teams with customer enquiries, promoting site tidiness, reinstatement and customer satisfaction.2.     Develop, maintain, and retain a record of all complaints, enquiries and supporting documentation received, logging the time, date and full details of complaints ensuring timely notification to the client’s customer care representative during and after the resolution of complaints.3.     Ensure the client’s customer satisfaction KPI’s are maintained at a high standard above the required 9.1/10 score.4.     Provide weekly and monthly reports to the client and JDT Management regarding customer service performance (customer overall satisfaction score) and issues.5.     Support the Ops and Reinstatement departments to ensure standards of service are delivered in association with the works, including but not limited to; GS1 restoration of consumer supplies following unplanned interruptions, within 24 hours; GS2 reinstatement of consumer premises within 5 working days following completion of client initiated work; GS3 provision of alternative heating and cooking equipment to priority consumers within 4 hours, and maintain a register for JDT and its clients; GS12 notifying customers, making payments owed where there’s a failure of guaranteed standards and collecting and recording accepted disclaimer forms to close out complaints; GS13 Advance notice of planned interruptions (notifying customers at least 5 working days in advance of planned interruption); GS14 responding to complaints and enquiries.6.     Record and maintain register of petty cash payments to customers.7.     Raise bespoke letters as required to meet customer’s expectations.8.     Deliver thank you cards on completion of all works giving customers the option to provide feedback on the work carried out.9.     Administrator on company social media platforms, responding to enquiries, complaints, and reviews.10. Promote a diverse and inclusive working environment for all employees.Hours of Work - 45 hrs per weekHoliday- 25 days plus 8 UK Public holidaysNest Pension - 5% Employee , 3% EmployerFree Parking on siteCompany branded vehicle for business use only (fuel card included)Employee Assistance Programme includes dependants

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