About the role
Balfour Beatty currently has opportunities for Customer Engagement Officers to join our Gas & Water business unit covering the West Midlands of England.
Successful candidates will be required to travel to various locations across this region. A company van and fuel card will be provided.
In this varied and interesting role you will be reaching out to customers affected by gas works due to be carried out that may affect access to their home location etc.
You will be customer focused with the ability to diffuse difficult situations whilst providing excellent customer care.
You will be required to work Monday to Friday 8am to 5 : 30pm or 12pm to 8 : 30pm. Some weekend work may be required.
You will :
Set 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;
Interface between customers and Balfour Beatty;
Deal with on-site issues and complaints;
Resolve any escalated enquiries and complaints;
Support operations to deliver a customer focus service;
Represent customers in all internal activities - be an Internal voice of the customer - to develop a more customer focus ways of working;
Monitor of CSAT by area / cell / team and use insight to feed into continuous improvement activities.
You will :
Have a demonstrable track record in delivering a positive end-to-end Customer Experience, including face-to-face communications;
Be able to demonstrate a flexible approach that adapts to changing business and Customer needs;
Have evidence of working to and achieving performance targets in a Customer environment;
Have a good understanding of the business process;
Be prepared to travel across the west midlands region
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.