Customer and Stakeholder Advisor

Description

• Create and develop case studies based on initiatives, activities and engagements
• To work with the design and delivery team to ensure project deliverables provide an excellent customer experience
• To ensure that our customer action plan maximises the customer experience and meets local community needs
• Work closely with our clients and Barhale’s team to develop/share digital methods (Twitter/blogs/apps) to allow customers to engage and gain valuable customer insights
• Contribute to the development and implementation of the customer strategy through analysis of performance
• Monitoring and measuring of customer satisfaction KPIs
• Support Clients with their customer engagement targets and promote and implement key messages in local communities
• Work collaboratively with stakeholders to align on methodologies and insights to achieve an excellent customer experience
• Establish and maintain a good working relationship with our clients to define and support the customer strategy
• Follow and promote the Barhale customer handbook and ensure that the handbook guidelines are followed by site and operational teams; support in developing and updating the Barhale customer handbook
• Reporting to the Manager and supporting them in successfully implementing our client duties
• Be responsible for reporting on the customer satisfaction scoring and providing feedback to our clients and operational teams
• Engage with the Client’s Customer Challenge Group to develop and improve the customer relationship
• Engagement with the local community by visiting the areas to identify issues with services, access, vulnerable people, landlords/owners, and stakeholders
• Identify and deliver social value initiatives in relation to projects, but not limited to this
• Share knowledge and provide training when applicable with the site team regarding good public relations through our values
• Support the development of Power BI Apps to analyse/collate/communicate data through digital portals
• Liaise with the local community regarding project plans to keep residents and members of the public up to date with project developments and measure project plan performance
• To assist customer management processes by listening to the voice of the customer during the planning and delivery stages of the project
• Measure the customer experience that impacts our CMex/DMex and NPS measures to produce valuable insights and to identify customer trends.
• Take a proactive approach in promoting civil engineering as a career choice to schools and colleges by attending and delivering STEM events

Requirements

• Signs (design and fabrication)
• Ability to show empathy and understanding of customer needs
• Accomplished in research insight and analytics, with the ability to present the data
• Proficient in delivering service improvements
• Proficient with the Microsoft suite of packages
• Leadership & management training and coaching
• Degree or equivalent in Customer Services, Mass Communications, social media and/or Marketing
• Good social media skills with the ability to develop engaging and timely updates on project development across varied communication platforms
• Ability to work collaboratively and effectively within a team
• Previous experience working within a Customer/Community-focused position
• Good interpersonal, organisational, communication and time management skills

Benefits

• Company car/green car scheme/car allowance/Van (dependent on position)
• Private Medical
• Job security, long-term secured work through various frameworks and large infrastructure schemes
• Strong career progression as demonstrated by our track record in promoting from within, as we believe this is a key driver of our success
• Flexible benefits via salary sacrifice
• Development supported by internal and externally delivered training
• 8 hours volunteering
• Company Pension
• Regular line management engagement and appraisal to support your career progression
• Continuous service awards
• Competitive salary
• Life Assurance
• Employee Assistance Programme to support your mental, physiological and financial wellbeing
• 25 days of annual leave in addition to 8 public bank holidays and loyalty days

Training + Development

Interview process

Visa Sponsorship

Security clearance