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Are you an experienced Customer Manager looking for your next role?
Do you have experience within the Water or Contructions sectors?
Our client a leading main contractor are looking for an experienced and proactive Customer Liaison Manager to lead the customer and stakeholder department, ensuring the delivery of exceptional service across water utilities projects in South London and the Thames Valley area.
The role will be starting on a contract bases paying up to £42,000 per annum with a view that is can become more permanent for the right person.
This role involves managing a team of liaison officers, building and maintaining effective relationships with stakeholders, and addressing customer concerns promptly.
You will oversee engagement activities from project planning through to completion, ensuring compliance with KPIs, industry standards, and client expectations.
Key Responsibilities:
- Oversee customer and stakeholder engagement, ensuring timely communication and resolution of issues.
- Develop and implement strategies for stakeholders and customers, aligning with project objectives and schedules.
- Manage and train the customer liaison team, ensuring service delivery meets SLAs, KPIs, and compliance requirements (C-MeX, D-MeX).
- Handle escalated complaints and disputes, mitigating risks and fostering strong relationships with clients and stakeholders.
- Monitor trends in engagement activities, reporting outcomes and implementing improvement plans.
- Liaise with contractors, consultants, regulators, and other parties to ensure compliance with legal and contractual requirements.
- Promote continuous improvement by sharing best practices and ensuring onsite staff are trained to deliver excellent customer service.
- Highlight achievements and success stories to enhance the reputations of both the business and its clients.
Experience include.
- Experience in customer service leadership and stakeholder management, ideally within utilities or construction.
- Strong communication, problem-solving, and organisational skills.
- A track record of managing teams and delivering high-quality service to stakeholders.
If interested, please apply with your updated CV and we will be in touch with suitable candidates.
Mario,
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