Customer Liaison Manager

Reports to:  Head of Customer

Direct reports:  None

Liaising with:  Contract Managers, Operational Teams, Client customer service functions

Role Purpose: To provide quality customer service to residents and businesses impacted by Browne Construction projects.  Acting as a professional point of contact for Browne Construction to support our clients’ customer service functions.

Key Duties

  • To execute the customer communication strategies on all Browne Construction projects:

    • Deliver mailshots to residents and businesses: start letters, shut and abandonment communications

    • Hold drop-in sessions and complete proactive door-to-door engagement

    • Engage with local residents and resolve any issues or escalations

  • Attend to and resolve customer enquiries and complaints, both by telephone and in person. Providing feedback to our clients on all escalations.

  • Liaise with Browne Construction operations teams to ensure the customer communication timelines and progress updates are in line with the overall operational plan. i.e. Produce Customer Impact Assessments for upcoming schemes and attend client readiness meetings

  • Provide feedback to the Browne Construction management on any customer problem/complaints which may impact the contract.

  • Provide high quality information and service to meet the needs of Thames Water, Affinity Water and other clients (internal and external) to project and promote the customer-centricity of Browne Construction. i.e. representing Browne Construction in project updates and local authority updates

  • Compile and regularly review the customer liaison collateral, including letter templates for shuts / abandonments

  • Conduct tool box talks and training on customer related issues to site teams

  • Build and main maintain good working relationships clients’ customer facing departments, local authorities and other key stakeholders.

  • Produce relevant reporting related to customer service, including Monthly client updates and board reviews

  • Present customer performance activity and client monthly performance reviews.

  • Assist in the development of key procedures and maintain working knowledge of various systems, both internal and external. E.g. Power BI shut process / LBox letter delivery interface

  • Carry out any other support duties appropriate to this role.

Key Criteria for Success

  • Minimise complaints or escalations related to Browne Construction activity.

  • All communication and engagement completed in line with delivery plan

  • Good relationships with operations staff and clients customer facing functions

  • Good time management; ensuring the right presence for different types of customer contacts across a large geographic region (face-to-face, call, e-mail).

Key Competencies Required

  • Customer Service experience: extensive experience in dealing with the general public on service related issues both in person and via telephone and e-mail.

  • Problem solving – many customer issues require compromise and creative thinking to resolve

  • Proficient in using MS Excel, MS Powerpoint and MS Word

  • Adaptability to using new systems: Power BI, LBox and client related systems

  • Additional Competencies Preferred

  • Ability to challenge existing processes which may appear sub-optimal.

  • Looking for opportunities to raise the bar of customer performance both internally and with external partners.