Customer Liaison Officer

SW6474:Customer Liaison Officer

Location:South Devon
Salary: £26,000 – £26,400per yearDOE plus company car

My client is looking for a Customer Liaison Officer to carry out Customer Liaison Team activity in the south of Devon. The core purpose of the team is to ensure positive perception of the company’s activity to the stakeholders of Devon Highways.
You will be the key point of contact in the area for customers. This requires a thorough and up to date knowledge of works both current and planned and to deal thoroughly with compliments and complaints, always maintaining a very high level of communication.

Key Responsibilities:

*Investigate and resolve all enquiries and complaints affecting your area and other areas when required. Carefully record details of compliments and complaints.
*Consult with stakeholders in accordance with the Devon Highways road closure procedure. Record stakeholder details and share findings with appropriate colleagues. Participate in programme, progress and delivery meetings to ensure any sensitive issues are identified at the earliest opportunity. Identify sensitive sites with manager/planner/agents/neighbourhood teams and attend contract reviews as appropriate.
*Regularly liaise with fellow CLOs, Insurance Risk Manager, Quality Manager and the Business & Customer Management Team to develop best practice/consistency.
*Ensure relevant members of The Business and Customer Management Team and My Devon Customer Service Centre are informed of customer liaison activity.
*Monitor customer satisfaction, typically by organising Customer Satisfaction Questionnaires and collate all feedback so that Key Performance statistics can be produced.
*Promote a high standard of customer service throughout the business; carry out tool box talks with staff to ensure the highest standards are achieved.
*Review and approve correspondence to the general public in accordance with Devon Highways procedures.
*Identify suitable community events which would be of value for the company to support and arrange relevant resources.
*Undertake your job in an engaged way seeking to ensure that the highest standards are achieved in terms of health and safety, environment and compliance with the company’s values.
*Provide occasional cover for other areas

Requirements:

*Preference will be given to those that have worked for a Highways Agency or in a Council role dealing with highways and may have had a previous liaison/customer relations role.
*Health and Safety and Environmental qualifications would also be an advantage.
*The ability to readily adopt computerised management tools; although training is available and will be provided.
*Be able to work independently and as part of several teams, have exceptional communication skills, be adaptable and have the ability to self-structure and prioritise work in order to respond to urgent/unexpected events.
*Willingness and ability to attend out of hours meetings or activities in respect of which the company will also be flexible about accommodating working hours.
*A full driving licence is required.
*All-round skills and knowledge of both operational and commercial issues together with a personal approach.

Candidates will be required to fill out and return a simple registration document. Forces Recruitment Services are providing the services of a Recruitment Agency for their client.

Location:South Devon
Salary: £26,000 – £26,400per yearDOE plus company car