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