Customer Liaison Lead

Job Description

We are seeking a Customer Liaison Lead to join our growing Cadent team in Peterborough, Essex or Norfolk. The Customer Liaison Lead will lead, motivate, and direct a team of Customer Liaison Officers to deliver objectives and targets which are aligned to the project strategy and the client’s Playbook. The CLO Lead will provide ongoing management, motivation and training to drive the team to achieve their main target areas in customer service and quality.

This role is a mix of office, site and home working. A van and fuel card will be provided.

• Manage team and individual performance, analysing and assessing development needs, providing effective coaching, reviewing behaviours, holding monthly 1‑2‑1 meetings, and proposing individual training needs, including Personal Development Logs.
• Work effectively with internal stakeholders, remaining approachable and recognising and respecting the contributions from others to the business, building excellent relationships with colleagues across the company.
• Attend weekly Programme and Planning meetings with Internal Stakeholders.
• Take ownership of escalated queries and complaints to resolution.
• Actively support the client’s customer strategy and the local customer action plans.
• Facilitate engagement events within the community, including Parish Councils, Schools and Businesses, liaising directly with the Communications Coordinator and Operational Managers.
• Support Operational Managers to ensure good Customer Service is delivered to all Customers, focusing on Complaints, Enquiries and C‑Sat.
• Encourage, support and celebrate doing the right thing for our customers.

• Engagement delivery:
  Understands the relevance of the project programme and supports the development of engagement/communications plans to support delivery of key events/activities.
• Valid driving licence.
• Public interface:
  Ensures public‑facing activities are undertaken in accordance with Costain/client policies and procedures.
• Written communications:
  Writing style and quality consistent with corporate and/or client tone.
• Presentation skills:
  Prepares presentation content of a professional standard with little support.
• Stakeholder management:
  Understands their role in representing Costain and client.
• Ability to communicate with customers and staff at all levels of the organisation (essential).

• Experience of looking after a team of individuals, leading to a successful Customer Journey for our customers.
• Public interface:
  Able to identify when interactions become confrontational and use basic tactical options to de‑escalate.
• Presentation skills:
  Builds presentation content in line with Costain and client brand guidelines.
• Stakeholder management:
  Understands stakeholder drivers and can translate them into practical guidance.
• Negotiation & facilitation:
  Articulates a point of view with internal/external stakeholders, achieving a positive outcome.
• Risk management:
  
  Able to identify potential risks to the project/Costain reputation and escalates appropriately.

Costain helps to improve people’s lives with integrated, leading‑edge, smart infrastructure solutions across the UK’s energy, water, transportation and defence markets. We help our clients improve their business performance by increasing capacity, improving customer service, safeguarding security, enhancing resilience, decarbonising and delivering increased efficiency. Our vision is to be the UK’s leading smart infrastructure solutions company. We will achieve this by focusing on blue‑chip clients whose major spending plans are underpinned by strategic national needs, regulatory commitments, legislation or essential performance requirements.

We offer our clients leading‑edge solutions that are digitally optimised through the following five services, which cover the whole lifecycle of their assets: future‑shaping strategic consultancy; consultancy and advisory; digital technology solutions; asset optimisation and complex programme delivery. Our culture and values underpin everything we do.

Costain is a Disability Confident employer and encourages applicants with a disability to apply.