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.