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 client’s and partners to maintain the utility services essential to modern life throughout the UK.
About the Role:
We are currently seeking a Customer Excellent Liaison officer, based out of our Operations office supporting the Yorkshire Works contract.
This job role will be working on our newly awarded AMP 8 CSO survey scheme to help gather high level information for modelling on Capital works throughout the AMP.
* Location: Rotunda Business Centre, Suite 7, Thorncliffe Business Park, Sheffield, S73 2PG
* Hours: Monday to Friday, 40 per week
* Salary: £28,000pa
Responsibilities – but not limited to:
* To be our proactive Office and Field Based Customer Liaison Officer.
* 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.
* Telephoning and visiting Customers to advise them of survey or works planned.
* You will also be responsible for the effective management and resolution of all enquiries, mitigating any escalations or complaints.
* Being the field-based first point of contact for all Customers, this role requires a dedicated and empathetic customer focused approach to ensure ‘CARE’ is at the heart of everything we do.
* Being our proactive Customer lead you will also 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 reflected in our overall Customer Satisfaction scores.
Key Activities
* Liaising and proactively supporting all priority customer activity.
* Being the customer lead on site and supporting our Operational Teams so they demonstrate our CARE and Customer Excellence approach.
* 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 ‘Customer compliant’.
Accountabilities
* Effective management and resolution of Customer enquiries and complaints.
* Conducting Customer site visits.
* Conducting outbound calls to gain Customer consent for visits.
* 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:
Essential:
* Clean Driving Licence.
* Fully conversant with all Microsoft applications - IT literate.
* Demonstrable track record in delivering a proactive Customer Experience.
* 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.
Key skills:
* Professionalism.
* Empathy.
* Highly organised.
* Able to effectively develop strong working relationships.
* Able to manage conflict resolution.
* Diplomacy, and negotiation skills.
What you will get in return:
In joining Sapphire Utility Solutions as part of the Lanes Group - the UK’s 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 individual's unique contribution, we empower our team to uphold the highest standards of integrity, collaboration, and inclusivity.
What we offer:
* 25 Days holiday plus Bank Holidays.
* Pension.
* Death in service.
We are an equal opportunities employer and welcome applications from under-represented members of the community.
Strictly no agencies please.
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