Customer Liaison Officer

Description:

Customer Liaison Officer – Environment

Yorkshire Water Frameworks

What you will be doing:

An opportunity has arisen for a Customer Liaison Officer to join the team at Galliford Try.

You will work specifically on our Yorkshire Water frameworks and will be based with the programme team in South Yorkshire.

As Customer Liaison Officer, it will be your responsibility to plan and implement a co-ordinated programme of communications to strategic stakeholders, to support the efficient delivery of our projects, in line with Galliford Try’s and the clients requirements.

Day-to-day, you will support the project delivery teams in all aspects of customer management; monitoring and auditing all customer care processes and procedures and to manage the interface on customer care issues between the client, Galliford Try and the stakeholder.

You’ll be formulating communication strategies for the efficient delivery of projects including setting objectives; measures of evaluation; tone; positioning; formulation of key messages; stakeholder identification and engagement and the most effective channels to use to achieve optimum impact.

You will provide support to the Construction and Site Managers by ensuring Pre Works forms, Bulletin Board forms, Customer Impact Assessments (CIAs) and Customer Management Plans (CMPs) are in place at project start up and reviewed before every Stage Gate.

You will play a pivotal role in stakeholder engagement, assisting the Head of Customer Service in maintaining KPI’s, alongside producing Galliford Try corporate literature, presentations, internet updates, Viva Engage and newsletters as well as taking responsibility for organising, attending, and hosting events such as Public Open Evenings/ Presentations, School visits and volunteering activities, helping to drive the requirements of Social Value for the framework. You will also be responsible for writing and posting letters to affected residents and businesses in line with our clients requirements.

It will be your role to work in liaison with our clients respective customer teams to provide a co-ordinated support to delivery teams; ensuring that the mutual reputations of both Galliford Try and our clients are managed effectively.

About You:

Alongside your proven experience in customer management and excellent people and influencing skills, we’re seeking individuals with strong communication skills and well developed writing skills as well as being fully conversant in the use of standard software packages.

Residency in the South Yorkshire area is paramount, as this role will be very much hands-on out onsite frequently during the week.

Experience in a multi-site business, customer-facing role or Water Industry experience is desirable, but not essential.

Understanding of social value and the National TOM’s framework is desirable, but not essential.

You will also be able to demonstrate the following key attributes;
 

• Desire to understand and promote the Company purpose, vision, values and culture
• Organised, structured and professional, with a passion for excellence, striving to delivering the best.
• Flexibility, resilience and the ability to influence and build relationships with key stakeholders. Demonstrating strong ethical standards with openness and honesty.
• Commitment to the provision of excellent customer service, passionate, committed and enthusiastic in all that you do.
• A self-starter with a can-do attitude and a desire to pick up new challenges. Dedicated to working together to achieve results.