Customer and Stakeholder Advisor

Customer and Stakeholder Advisor

To provide customer service to all stakeholders, which aligns with Barhale’s 3 Pillars Sustainability Model of Profit, Safety, and Environment. The post holder will work collaboratively with our clients to support a region-wide customer strategy and guide project-specific customer plans.

Key Responsibilities

Strategy

• Establish and maintain a good working relationship with our clients to define and support the customer strategy
• Contribute to the development and implementation of the customer strategy through analysis of performance
• Assist customer management processes by listening to the voice of the customer during the planning and delivery stages of the project
• Report to the Manager and support them in successfully implementing our client duties

Insights and Analysis

• Measure the customer experience that impacts our CMex/DMex and NPS measures to produce valuable insights and identify customer trends
• Ensure that our customer action plan maximises the customer experience and meets local community needs
• Monitor and measure customer satisfaction KPIs
• Be responsible for reporting on the customer satisfaction scoring and providing feedback to our clients and operational teams
• Create and develop case studies based on initiatives, activities and engagements

Performance

• Engage with the Client’s Customer Challenge Group to develop and improve the customer relationship
• Support the development of Power BI Apps to analyse, collate and communicate data through digital portals
• Work closely with clients and Barhale’s team to develop and share digital methods (Twitter, blogs, apps) to allow customers to engage and gain valuable insights
• Work with the design and delivery team to ensure project deliverables provide an excellent customer experience
• Follow and promote the Barhale customer handbook and ensure guidelines are followed by site and operational teams; support in developing and updating the handbook
• Work collaboratively with stakeholders to align on methodologies and insights to achieve an excellent customer experience

Community and Engagement

• Support Clients with their customer engagement targets and promote and implement key messages in local communities
• Take a proactive approach in promoting civil engineering as a career choice to schools and colleges by attending and delivering STEM events
• Engage with the local community by visiting the areas to identify issues with services, access, vulnerable people, landlords/owners and stakeholders
• Liaise with the local community regarding project plans to keep residents and members of the public up to date with project developments and measure project plan performance
• Share knowledge and provide training when applicable with the site team regarding good public relations through our values
• Identify and deliver social value initiatives in relation to projects

About You

Essential

• Previous experience working within a Customer/Community-focused position
• Proficient in delivering service improvements
• Accomplished in research insight and analytics, with the ability to present the data
• Good interpersonal, organisational, communication and time management skills
• Ability to show empathy and understanding of customer needs
• Proficient with the Microsoft suite of packages
• Good social media skills with the ability to develop engaging and timely updates on project development across varied communication platforms
• Ability to work collaboratively and effectively within a team

Desirable

• Degree or equivalent in Customer Services, Mass Communications, social media and/or Marketing

Benefits

• Competitive salary
• Company Pension
• Life Assurance
• Private Medical
• 25 days of annual leave in addition to 8 public bank holidays and loyalty days
• 8 hours volunteering
• Employee Assistance Programme to support your mental, physiological and financial wellbeing
• Flexible benefits via salary sacrifice
• Company car/green car scheme/car allowance/Van (dependent on position)
• Leadership & management training and coaching
• Regular line management engagement and appraisal to support your career progression
• Development supported by internal and externally delivered training
• Continuous service awards

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