Main responsibilities

• Overall responsibility of all aspects of customer performance for Opus Utility Solutions
• Manage Customers from development phase through to project completion
• Work with the Technical Compliance Manager & Site Manager on designs, arranging meetings both on site and in offices to review scope of works and plan customer interaction
• Set expectations with customers & work with operational teams to track against
• Mentor operational staff to increase their knowledge of customer output’s & engagement
• During pre-construction work, obtain a full understanding of internal infrastructure, so we can understand the instructive impacts to a customers property, ensuring plans in place to overcome, track & monitor
• Attend weekly programme meeting to understand progress against plan & forward plan, with the ability to stay one step ahead.
• Own all complaints, drive closure in day 1 >95%, day 31 100%, see through to completion by personal contact.
• Share learnings and best practice with all OPUS staff
• Part take in design to construction handover meetings.
• Update processes when necessary for both learnings re customer service.
• Attend client workshops & performance meetings and actively participate.
• Weekly meeting with the Operational Managers & Directors to update on programme & share best practice on learnings through the week.
• Support with periodic stand downs/ TBT’s – with operational staff & management. Opportunity to share customer needs to all staff via Aurora.
• Work with the Planning Manager to create a long term strategy on our customer service approach and review milestones periodically
• Collaborate with the CLO in Scotland to ensure consistency to maximise Opus Group Performance on quality.
• Keep customers fully informed through progress of works.
• On completion of works ensure we have closed every opportunity to score 10/10 on BMCS survey.
• Complete customer close calls at end of project.

Attributes of ideal candidate

• Good Customer service skills, ability to build rapports with customers & stakeholders
• 5+ years’ experience working in Utilities (Power preferred)
• Team Player
• Strong decision maker
• Ability to challenge & praise workforce at the right time
• Good communication skills
• Organised
• Can positively manage conflict
• Influencing skills & ability to defuse irate customers