Customer Liaison Advisor
- Recruiter
- Yorkshire Water
- Location
- Leeds
- Salary
- £25,700 - £32,000 per annum + Benefits
- Posted
- 05 Aug 2015
- Closes
- 02 Sep 2015
- Ref
- 3657
- Contact
- Applicant Services
- Sectors
- Customer Service & Call Centre
- Contract Type
- Permanent
- Hours
- Full Time
Exciting Opportunity with Yorkshire Water Customer Liaison Advisor. This is a Permanent Full Time vacancy Based in Leeds City Centre.
Salary & Benefits - £25,700 - £32,000 per annum + attractive pension + annual performance related bonus + 25 days holiday
We currently have a vacancy with Yorkshire Water Asset Management based in our Livingstone House offices, Leeds.
We are looking for a Customer Liaison Advisor to work within our Asset Solutions Delivery function at Yorkshire Water.
You will work with the Asset Solutions Delivery teams and Partners to ensure the delivery of customer service and communication for Capital Ischemes. This helps support delivery of our Capital Investment Programme (AMP6) and our key performance commitments.
What will the role involve?
Deliver the pro-active Customer Service & Communication Process through engaging with partners and YW colleagues to create bespoke customer and scheme specific plans.
Own, manage and respond to general customer enquiries.
Build a strong and effective network and working relationship across Asset Solutions Delivery, Contract Partner and other Business Units to enable effective communication and influencing
Influence and collaborate with colleagues to drive continuous improvement for customer service and communication.
Investigate, assess, negotiate and respond to complaints from high impact / sensitive customers within company and regulatory targets providing excellent and well informed customer service.
Translate into layman's terms technical aspects of capital work to ensure that customers understand what we are doing, how we will do it and why.
Compile and issue pro-active letters for schemes .
Ensure all relevant customer visits are carried out in preparation for commencement of schemes.
Produce and deliver ongoing communication to support communication throughout the delivery of a scheme.
In line with our Customer Charter and GSS, ensure the effective management of customer issues and contacts using the ICE system.
Ensure all activities are carried out to support the delivery of our Performance Commitments
What skills are we looking for?
Excellent communication skills, written, verbal and face to face.
Ability to see things from a customer and YW perspective.
Excellent interpersonal skills with the ability to communicate at any level with both internal and external customers.
Patience and empathy and a genuine interest in people
Passionate about customer service with a get it right first time attitude
A self -starter with energy, enthusiasm, common sense approach and drive
Excellent organisational skills.
Demonstrate financial awareness when making day to day business decisions.
Ability to understand complex and technical aspects of schemes and explain them in layman's terms.
Flexibility around working hours as there will be some requirement to attend organised meetings out of hours.
Understanding of ICE and other ICOM systems and generic IT systems
Ability to manage multiple projects.
Ability to prioritise and meet deadlines.
Understanding of health & safety.
Ability to think holistically and see the bigger picture to get the right outcome for YW and the customer.
Understanding of the media and potential PR impact for YW.
Experience of working in customer service and communication within the water environment, or similar regulatory environment.
Understanding of Capital projects.
Understanding of Land Entry process
A full valid EU driving licence is required for this role.
Salary & Benefits - £25,700 - £32,000 per annum + attractive pension + annual performance related bonus + 25 days holiday
We currently have a vacancy with Yorkshire Water Asset Management based in our Livingstone House offices, Leeds.
We are looking for a Customer Liaison Advisor to work within our Asset Solutions Delivery function at Yorkshire Water.
You will work with the Asset Solutions Delivery teams and Partners to ensure the delivery of customer service and communication for Capital Ischemes. This helps support delivery of our Capital Investment Programme (AMP6) and our key performance commitments.
What will the role involve?
Deliver the pro-active Customer Service & Communication Process through engaging with partners and YW colleagues to create bespoke customer and scheme specific plans.
Own, manage and respond to general customer enquiries.
Build a strong and effective network and working relationship across Asset Solutions Delivery, Contract Partner and other Business Units to enable effective communication and influencing
Influence and collaborate with colleagues to drive continuous improvement for customer service and communication.
Investigate, assess, negotiate and respond to complaints from high impact / sensitive customers within company and regulatory targets providing excellent and well informed customer service.
Translate into layman's terms technical aspects of capital work to ensure that customers understand what we are doing, how we will do it and why.
Compile and issue pro-active letters for schemes .
Ensure all relevant customer visits are carried out in preparation for commencement of schemes.
Produce and deliver ongoing communication to support communication throughout the delivery of a scheme.
In line with our Customer Charter and GSS, ensure the effective management of customer issues and contacts using the ICE system.
Ensure all activities are carried out to support the delivery of our Performance Commitments
What skills are we looking for?
Excellent communication skills, written, verbal and face to face.
Ability to see things from a customer and YW perspective.
Excellent interpersonal skills with the ability to communicate at any level with both internal and external customers.
Patience and empathy and a genuine interest in people
Passionate about customer service with a get it right first time attitude
A self -starter with energy, enthusiasm, common sense approach and drive
Excellent organisational skills.
Demonstrate financial awareness when making day to day business decisions.
Ability to understand complex and technical aspects of schemes and explain them in layman's terms.
Flexibility around working hours as there will be some requirement to attend organised meetings out of hours.
Understanding of ICE and other ICOM systems and generic IT systems
Ability to manage multiple projects.
Ability to prioritise and meet deadlines.
Understanding of health & safety.
Ability to think holistically and see the bigger picture to get the right outcome for YW and the customer.
Understanding of the media and potential PR impact for YW.
Experience of working in customer service and communication within the water environment, or similar regulatory environment.
Understanding of Capital projects.
Understanding of Land Entry process
A full valid EU driving licence is required for this role.