Role Purpose
To provide the highest quality customer service that is efficient and effective, which is delivered in a friendly and professional manner.
To support operational personnel to improve customer service levels.
Key Duties
- Attend relevant meetings to understand community/stakeholder plans and work activities planned ahead.
- Coach operative workforce on how to provide ‘great’ customer service.
- Track and trend site visits to identify customer service patterns and address any areas highlighted.
- Provide high quality customer information for operations to review and take relevant action.
- Project and promote a positive professional image of J Browne at all times.
- Compile and review customer liaison packs.
- Attend to and resolve customer enquiries and complaints, by telephone or face to face, with operational support as required.
- Refer technical enquiries to appropriate Agents, following up to ensure satisfactory closure.
- Present monthly customer updates to operational staff as required (team talks, presentations, reports).
- Develop and maintain excellent working relationships with local authorities, clients, clients customers, members of the public and internal J Browne personnel.
- Assist in the development of key procedures and maintain working knowledge of various systems.
- Provide feedback to the Area Line Managers on problem/complaints affecting contract.
- Resolve any planning queries or issues.
- Check information of all “Notices” and parking bay suspensions to inform customers of pending work.
- Provide holiday or additional cover to support Planning when necessary.
- Carry out any other support duties appropriate to this role.
Key Criteria for Success
- No complaints or escalations
- All jobs allocated promptly
- Good relationship with operations staff
- No backlog of customers awaiting call backs
- All figures and feedback correct and checkable
- Customer Liaison packs correctly updated
- Planning Assistant role covered during holidays
Key Competencies Required
- Customer Service experience/training
- Excellent communication skills (verbal and written)
- Good planning and organisational skills
- Confident in dealing with difficult situations
- Good problem-solving skills
- Proficient in Excel and Microsoft word, Outlook
- VISTEC, Eagle or View Tool, JMS, GISMO (Thames Water systems)
- TMA & NRSWA knowledge
- Full UK driving licence
Additional Competencies Preferred
- Previous utility industry knowledge and experience desirable
- Environmental Awareness
- Utilities SHEA (Water or Gas) Network (Energy & Utilities Skills)
