A National Property Maintenance company seek to appoint a Contract Liaison Officer to ensure that the contractual commitments for each contract, and the needs of customers on site are being delivered upon. The overall aim is to lead, manage and deliver the companies social value objectives and provide excellent customer service at a contract by contract level (or site by site level), helping them to achieve excellent customer and client satisfaction.
Identify Social Value and Customer Service requirements for each contract, develop action plan agreed with Operations team and manage, deliver and report against these commitments.
Ensure that all areas of the business understand agreed Customer Journey plans and Satisfaction standards and that they are being adhered to.
Ensure that operations / contract team is fully updated in the latest Social Value and Customer Service standards, documentation and procedures.
Implement company and bespoke contract liaison processes and standards.
Gather information and provide regular reports to demonstrate project and overall company performance.
Assist in keeping manual and electronic records of all Works related to a Customer, dealing with Client/Customer queries and communication in a timely and professional manner.
To examine / assess each customers ability to cope / deal with the identified work
To identify and arrange for any additional help / support required to enable
contracted work to be carried out
Manage and Monitor compliments, dissatisfaction and complaints (adhering to Small Claims process), updating database with the view to address individual customer feedback, and identify any wider trends.
Monitor / Audit live sites to ensure compliance with set agreed standards.
Attend Contract meetings with clients to provide overview of Contractual Commitments, Social Value and Customer Service and agree the working methodology.
Manage, plan, organise social value projects ranging from; community, charitable, employment and skills activities.
Work with area offices, HR and Training leads to provide training, to support client initiatives and or to recruit from client's stakeholders.
Regularly attend office communication meetings to update contract teams on Contract Commitments in the areas of Social Value and Customer Service.
Attend win business interviews to relay the companies processes and procedures relating to Social Value and Customer Service.
Work with the bid department to formulate answers in relation to Social Value and Customer Service activities for PQQ and ITT submissions.
Work with other Departments where required i.e. marketing, training, Health and Safety, Quality and Environment for the benefit of a contract.
Deliver departmental projects and initiatives as identified in the business and departmental plans.
The company pay very competitively, with a basic salary of £23-25k dependent on experience.
Previous CLO experience (desirable)
Customer and client facing activities
Working in construction industry and live environment (desirable)
Skills & Knowledge
IT skills (word, excel, email)
Ability to flex communication depending on the audience (verbal and written)
Organisation and planning
Conflict and complaints handling
Proven ability to spot and solve issues proactively
Display a customer focussed approach to service
Ability to work as part of a team in order to ensure deadlines are achieved on time and in budget
If you are looking for a new opportunity and this role is of interest, please apply via the link below or contact Grace at Bromak on 01142130903 or send your CV to firstname.lastname@example.org