Job Description
The Customer Liaison Officer will work directly in the community alongside our Operational teams interacting with our external customers face to face. Working alongside our Operational engineering teams, providing our customers with specific information regarding the utilities work taking place, capturing vital personal data and obtaining feedback following the completion of the work. To deliver face to face customer feedback to our Operational Teams, giving coaching on how to improve their Customer Scores and comments.
This role covers Luton, St Albans and the Outer Met. It is a permanent role, with a van provided. A driving licence is essential for this role.
We Value Diversity
At Costain, we believe diverse perspectives drive innovation. If you’re passionate about making a positive impact and think you can bring value to our team, we’d love to hear from you—even if you don’t tick every box. Your unique skills and experiences could be exactly what we need.
Responsibilities
- Act as an ambassador for the client in front of customers and members of the public, as well as other stakeholders including business owners, retail outlets and others who may be impacted by our work
- Present a professional, personable and reassuring face to the business
- Communicate directly with customers to inform, advise and educate, ensuring that people are aware of the work we do, how it might affect them and, where necessary, take responsibility for supporting them
- Support the operational teams in their communications with customers and others
- Act as an exemplar of customer service excellence both in the public domain and when working in the offices and depots
- Communicate directly with our customers on the doorstep while working collaboratively with the operational teams and Site managers
- Be a leading advocate in the effort to maximise customer satisfaction and minimise customer complaints
Essential Qualifications
- A valid driving licence
- Ability to adjust to a change in focus to accommodate operational needs and to work in a fast‑paced environment with a strong mindset
- Experience in a customer face‑to‑face service role
- Conscientious with the tenacity and resolve to see things through
- Organised and punctual
- Articulate and good at explaining things
- Thorough, with good record keeping
- IT literate, including Microsoft Office – Intermediate Word, Excel, Outlook and internet/intranet capabilities
- Strong oral and written communication skills
Desirable
- Knowledge/experience of working in the utilities industry
Essential & Desirable Education
- GSCEs in subjects such as English and Maths
- A-level or degree in English
About Us
Costain helps to improve people’s lives with integrated, leading edge, smart infrastructure solutions across the UK’s energy, water, transportation and defence markets. We help our clients improve their business performance by increasing capacity, improving customer service, safeguarding security, enhancing resilience, decarbonising and delivering increased efficiency. Our vision is to be the UK’s leading smart infrastructure solutions company. We will achieve this by focusing on blue‑chip clients whose major spending plans are underpinned by strategic national needs, regulatory commitments, legislation or essential performance requirements. We offer our clients leading edge solutions that are digitally optimised through the following five services which cover the whole lifecycle of their assets: future‑shaping strategic consultancy; consultancy and advisory; digital technology solutions; asset optimisation and complex programme delivery. Our culture and values underpin everything we do.
Disability Confident Employer: we generally offer an interview to any applicant who discloses a disability and meets the minimum criteria for the job as defined by the employer. For more details please visit the Disability Confident website: https://www.gov.uk/government/collections/disability-confident-campaign
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