Complaints management process, ensuring adherence to contract KPI's.
Providing clear and concise weekly and monthly analytical and strategical reports on KPIs.
Monitoring industry trends and continuously updating methods, processes, and tools to be best-in-class.
Develop service procedures, policies, and standards.
Responsible for Communications KPI reporting and development.
Issues management and crisis communications.
Take ownership of customers issues and follow problems through to resolution.
Handling customer complaints or concerns in a timely and professional manner to maintain good relationships.
Utilize business tools such as CRM to report and achieve KPI's.
Provide solutions that fulfil our customers' needs and expectations with speed, accuracy, and exceptional customer service.
Liaising with client claims team to confirm works carried out.
Improve customer service experience, create engaged customers, and facilitate organic growth.
Control resources and utilise assets to achieve qualitative and quantitative targets.
Produce project specific communications plans (as required), identifying stakeholders and risk analysis.
Maintaining strong relationships with all parties involved.
Supporting wider business with communications projects.
Responsible for Customer Service KPI reporting and development.
Ensure that all customer/client contractual obligations are implemented and maintained as required.
Manage outage notification process (physical carding and liaising with critical stakeholders by phone/email: schools, hospitals, prisons, clinics, etc).
Be aware of the potential environmental impacts associated with your work and the implications of non-conformance.
Direct and coordinate cross-functional teams to ensure a consistent customer experience across all touchpoints.
Maintaining a strong working knowledge of industry regulations, restrictions, and laws, ensuring the company's adherence to these regulations.
Set a clear mission and deploy strategies focused on that mission.
Champion data protection compliance, ensuring all processes, systems and data within area of responsibility are operating compliantly and within the requirements of the GDPR and its principles.
Provide leadership and mentorship for Customer Service Team.
Monthly / ad hoc meetings with client communications team regarding upcoming/ongoing projects. Attending site visits on a regular basis for the purposes of relationship building and to address any potential concerns
Management of telephone / CRM systems.
Auditing work and customer service to ensure the company's high standards, efficiency, and productivity goals are met.
Keep accurate records and document customer service actions and discussions.
Assisting with or performing administrative tasks for Senior Management as well as advising the Board of Directors on potential issues.
Developing and implementing GMC's external and internal communications strategy and annual planning.
Develop & foster customer relationships with regular communication to understand their needs and expectations while acting with urgency and flexibility to ensure customer satisfaction.
Creating and delivering communication materials and events for public residents, consumers, corporate, sustainability and employee engagement campaigns.
Recruit, mentor and develop the Customer Service Team and nurture an environment where they can excel through encouragement and empowerment.
Produce Customer Impact Assessments for upcoming projects.
Maintain an orderly workflow according to priorities and foster a strong working relationship with all departments and branches with special attention to the internal workshops.
Liaising with client complaints team in relation to complex complaints and attendance at monthly meetings.
Supporting with the development and delivery of senior leadership profiling opportunities.
Managing relationships with relevant stakeholders including the public, media, partners, associations, and employees etc.
Produce letters for client works.
Managing agency partners and third-party vendors.
Requirements
microsoft suite
5+ years
people management
media relations
degree
stakeholder
Pre-construction stakeholder identification and notification.
Confident, motivated, can work independently, be a team player as well as manage a team.
Minimum 5 years' experience in Marketing & Communications role, devising and delivering campaign driven marketing initiatives within the construction or utilities sector.
A strategic mind-set with time management abilities to meet targets, monitor progress and budgets, and report on performance. Excellent relationship management and interpersonal skills with the ability to work collaboratively with colleagues to find the best solutions to challenges
3 years' experience as a people manager with a proven track record of leading a high performing team.
Proficiency in Microsoft Suite essential.
Full clean driver's license.
Proven track record of internal communications experience including developing a positive employee culture and creating content for employee communications.
Strong written and verbal communication skills
Ability to work under pressure with strict deadlines, whilst keeping a close attention to detail.
Media relations expert who has a large network of media contacts
Creative and results-focused with the ability to the think outside the box and generate cut through press coverage to build a brand's profile.
Third-level degree is essential in Communications, Business, Marketing, or related field is desirable.
Experience managing a press office and public expectations.
An experienced storyteller with the ability to translate complex topics into simple language that resonates with all stakeholders.
Benefits
Information not given or found
Training + Development
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Interview process
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Visa Sponsorship
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Security clearance
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Company
Overview
Founded in 2000
Company Establishment
The company was established at the start of the 21st century, marking the beginning of its journey as a leading infrastructure and utilities services provider.
Specializes in delivering innovative solutions for public and private sector clients across multiple industries.
Focus on energy, water resources, civil engineering, and utilities, serving high-profile projects.
Projects include major developments in infrastructure, energy networks, water management systems, and large-scale civil works.
Work spans diverse sectors including energy, utilities, transportation, and water, meeting the needs of communities and industries worldwide.
Known for expertise in complex projects requiring technical precision and creative problem-solving.
Built a reputation for reliability and excellence in project delivery, regardless of scale.
Culture + Values
Commitment to safety and quality in every aspect of our work
Continuous improvement through innovation and training
Collaborative teamwork and open communication
Respect for people and the environment
Responsibility and integrity in all business practices
Environment + Sustainability
Net-zero by 2050
Carbon Emissions Target
Aims to achieve net-zero carbon emissions by 2050, focusing on reducing its environmental footprint.
Focus on sustainable energy systems and technologies for clients
Reduction in carbon footprint through optimized logistics and material sourcing
Ongoing initiatives to reduce environmental impact, including energy-efficient solutions and waste management practices