Customer Liaison Lead

Overview

Lead and manage a team of Customer Liaison Officers to deliver service objectives.

Key Responsibilities

• stakeholder meetings
• escalation handling
• performance coaching
• client strategy
• public interface
• community engagement

Tasks

-Attending weekly Programme and Planning meetings with Internal Stakeholders -Take ownership of escalated queries and complaints to resolution -Work effectively with internal stakeholders, remaining approachable and recognising and respecting the contributions from others to the business. Building excellent relationships with colleagues across the company -Presentation Skills: Prepares presentation content of a professional standard with little support. -To manage team and individual performance. Analyse and assess development needs, providing the most effective form of intervention, by delivering coaching sessions, reviewing behaviors, holding monthly 121 meetings, and proposing individual training needs to include Personal Development Logs -Actively support Client’s customer strategy and the local customer action plans -Encourage, support and celebrate doing the right thing for our customers -Public interface: Ensure public facing activities are undertaken in accordance with Costain/ client policies and procedures. -Facilitate engagement events within the community, including Parish Councils, Scholls and Businesses. Liaising directly with our Communications Co-Ordinator and Operational Managers. -To support our Operational Managers, ensure good Customer Service is delivered to all Customers. (focus on Complaints, Enquiries and C-Sat).

Requirements

• communication
• negotiation
• presentation
• stakeholder
• team leadership
• risk management

What You Bring

-Written Communications: Writing style and quality consistent with corporate and/ or client tone. -Engagement delivery: Understands the relevance of project programme and supports the development of engagement/ communications plans to support delivery of key events/ activities. -Ability to communicate with customers and staff at all levels of the organisation (essential) -Negotiation & Facilitation: Articulates point of view with internal/ external stakeholders, achieving positive outcome. -Presentation Skills: Builds presentation content in line with Costain and client brand guidelines. -Public interface: Able to identify when interactions are becoming confrontational and use basic tactical options to de-escalate. -Stakeholder Management: Understands their role in representing Costain and client. -Experience of looking after a team of individuals, leading to a successful Customer Journey for our Customers. -Risk Management: Able to identify potential risks to project/ Costain reputation and escalate appropriately. -Stakeholder Management: Understands stakeholder drivers and able to translate into practical guidance.

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About Costain Group Plc

-A leader in providing innovative solutions, specializing in complex, large-scale projects across the UK. -Their expertise spans infrastructure, energy, water, and other high-impact sectors. -Deep history in delivering projects for government, private, and public sector clients. -Recent notable projects include major works in energy, water, and transport sectors, including upgrades to critical infrastructure. -Known for integrating cutting-edge technology to enhance project delivery and safety outcomes. -Services extend from consultancy and design to construction and asset management. -Deeply involved in shaping the UK’s energy transition, particularly in sustainable power generation.

Sector Specialisms