Customer Liaison Officer at Lanes Group

Established in 2013, Sapphire Utility Solutions has quickly become the partner of choice for many clients across the UK in our chosen markets. 

We provide award winning services to the clean water, wastewater, gas, multi utilities and the highways sector. We are passionate about working alongside our client’s and partners to maintain the utility services essential to modern life throughout the UK. 

About the Role: 

We are currently seeking a Customer Liaison Officer, based out of our Operations office supporting the Better Rivers contract through United Utilities on behalf of Sapphire Utility Solutions. The key objective of this role is to proactively support all field-based customer activity to ensure all customers encounter a seamless, professional and efficient customer journey. Working closely with both our Operational Teams, the key purpose of this role is to effectively manage all Customer activity and communication during our works, ensuring the Customer is consistently updated throughout all stages of the work.

• Location: Bamber Bridge, Preston

• Hours: Monday to Friday, 40 hours per week
• Salary: £26,000-28,000 per annum
  

Responsibilities – but not limited to: 

• Telephoning and visit Customers to advise them of survey or works planned.
• Being the field-based first point of contact for all Customers
• To monitor the activity being conducted to ensure it is Customer focused and address any issues which may arise. Therefore, there is a requirement to support our Operational Teams by providing coaching and feedback, to ensure exceptional service delivery is delivered by everyone and reflected in our overall Customer Satisfaction scores.
• Liaising and proactively supporting all priority customer activity.
• Being the customer lead on site and supporting our Operational Teams 
• Efficient and effective management of all customer enquiries and complaints.
• Conducting all customer communication activity by outbound calling or customer visits to provide pre-works advice and customer consent.
• Conducting customer satisfaction closure calls.
• Analysing Customer detail and data to understand and recommend key trends for best practice and areas for improvement.
• Conducting on site customer audits to ensure all works are compliant
• Effective management and resolution of Customer enquiries and complaints.
• The key point of contact and ‘Customer lead’ for all Customers liaising with our Operations Teams to ensure all issues are efficiently resolved to the Customers satisfaction.

Experience and qualifications required for the role: 

• UK Drivers licence with no more than 6 penalty points
• IT literate with experience of Microsoft packages (Word, Excel, Outlook etc.)
• Previous experience in working closely with Customers (preferably within a field-based role).
• Able to demonstrate achievement of performance targets and exceptional Customer satisfaction.
• Able to demonstrate a flexible approach that adapts to changing business and Customer needs

What you will get in return: 

In joining Sapphire Utility Solutions as part of the Lanes Group - the UK’s largest independent provider, we are committed to fostering a workplace culture that prioritises the well-being, growth, and safety of our employees. Through continuous training, professional development opportunities, and a supportive environment that values every individual's unique contribution, we empower our team to uphold the highest standards of integrity, collaboration, and inclusivity. 

What we offer: 

• 24 Days holiday plus Bank Holidays  
• Pension
• Death in service
• Company van
• Hybrid working

The Lanes Group plc comprises of a range of established service providers subsidiaries, which complement the specialist service of Lanes, by both work type and geography. Increasing our overall capability, assets and offering to our customers.

Lanes - https://www.lanesgroup.com/

Lanes I - https://lanes-infra.com/

SUS - https://sus.co.uk/

Clearflow - https://www.clearflowltd.com/

AQS - https://aqsenvironmentalsolutions.ie/

We are an equal opportunities employer and welcome applications from under-represented members of the community

Strictly no agencies please