About the role
Balfour Beatty has an exciting opportunity for a Customer Engagement Officer to join our Gas & Water business unit to work in Wolverhampton.
Act as key interface between Balfour Beatty and customers working alongside call centre helpline to deliver exceptional standards of customer service.
Work on site to support customer communications & act as the voice of the customer within Balfour Beatty.
You will support the development of a best practice service that drives improvements in customer satisfaction and supports Balfour Beatty achieving agreed SLAs.
What you'll be doing
As, Customer Engagement Officer , you will be responsible for the following : -
Setting clear expectations with customers as to what will happen next, when it will happen, what it will look like, who may be on site at different times etc;
Interfacing between customers and Balfour Beatty;
Management of on-site communications using KICK process;
Dealing with on-site issues and complaints;
Resolution of escalated enquiries and complaints;
Supporting operations to deliver a customer focused service;
Representing customers in all internal activities - be an Internal voice of the customer - to develop more customer focused ways of working;
Monitoring of CSAT by area / cell / team and use insight to feed into continuous improvement activities;
Feedback to internal teams continuous improvement opportunities.
Who we're looking for
The following experience / qualifications are required : -
Demonstrable track record in delivering a positive end-to-end Customer
Experience, including face-to-face communications;
Experience working to and achieving performance targets in a Customer environment;
Able to demonstrate a flexible approach that adapts to changing business and Customer needs;
Ability to compile, interpret and challenge analytical data / reports using sound commercial judgement;
A good understanding of the business process;
A track record of identifying and delivering;
Standards based Customer training and coaching.
Why work for us
Day in, day out, our teams deliver amazing projects in challenging conditions; developing, managing and maintaining the vital infrastructure and public spaces that modern economies, societies and communities rely on.