Customer and Stakeholder Advisor

Who are Barhale?

Barhale is a business founded on family values, established by Chairman Dennis Curran in 1980. We are one of the largest privately owned civil engineering and infrastructure specialists in the UK, with over 40 years of experience delivering design, engineering and maintenance services across water, transport, energy and built environment sectors.

• Gold Investors in People – committed to high standard people practices, inclusive environment and cultural alignment to business strategy.
• Job security with long‑term secured work through frameworks and large infrastructure schemes.
• Broad range of civil engineering, mechanical and electrical schemes across the UK’s largest infrastructure projects and clients.
• Strong career progression, with a proven track record of promoting from within.

Customer and Stakeholder Advisor – provide customer service to stakeholders aligned with Barhale’s 3 Pillars Sustainability Model of Profit, Safety, and Environment. The post holder will work collaboratively with clients to support a region‑wide customer strategy and guide project‑specific customer plans.

• Establish and maintain a good working relationship with clients to define and support the customer strategy.
• Contribute to the development and implementation of the customer strategy through analysis of performance.
• Assist customer management processes by listening to the voice of the customer during the planning and delivery stages of the project.
• Report to the Manager and support them in successfully implementing our client duties.

• Measure the customer experience that impacts our CMex/DMex and NPS measures to produce valuable insights and identify customer trends.
• Ensure that our customer action plan maximises the customer experience and meets local community needs.
• Monitor and measure customer satisfaction KPIs.
• Report on the customer satisfaction scoring and provide feedback to our clients and operational teams.
• Create and develop case studies based on initiatives, activities and engagements.

• Engage with the Client’s Customer Challenge Group to develop and improve the customer relationship.
• Support the development of Power BI Apps to analyse, collate and communicate data through digital portals.
• Work closely with clients and Barhale’s team to develop/share digital methods (Twitter, blogs, apps) to allow customers to engage and gain valuable customer insights.
• Work with the design and delivery team to ensure project deliverables provide an excellent customer experience.
• Follow and promote the Barhale customer handbook and support its development and updating.
• Collaborate with stakeholders to align on methodologies and insights to achieve an excellent customer experience.

• Support clients with their customer engagement targets and promote key messages in local communities.
• Promote civil engineering as a career choice to schools and colleges by attending and delivering STEM events.
• Engage with the local community by visiting areas to identify service and access issues, vulnerable people, landlords/owners and stakeholders.
• Maintain liaison with the local community regarding project plans to keep residents and members of the public up to date with project developments and measure performance.
• Share knowledge and provide training to the site team regarding good public relations through our values.
• Identify and deliver social value initiatives in relation to projects.

• Previous experience in a customer/community‑focused position.
• Proficient in delivering service improvements.
• Accomplished in research insight and analytics, with the ability to present data.
• Good interpersonal, organisational, communication and time‑management skills.
• Ability to show empathy and understand customer needs.
• Proficient with the Microsoft suite of packages.
• Good social media skills with the ability to develop engaging and timely updates on project development across varied communication platforms.
• Ability to work collaboratively and effectively within a team.

• Degree or equivalent in Customer Services, Mass Communications, Social Media and/or Marketing.

• Competitive salary.
• Company pension.
• Life assurance.
• Private medical.
• 25 days of annual leave in addition to 8 public bank holidays and loyalty days.
• 8 hours of volunteering.
• Employee assistance programme to support mental, physiological and financial wellbeing.
• Flexible benefits via salary sacrifice.
• Company car / green car scheme / car allowance / van (dependent on position).
• Leadership & management training and coaching.
• Regular line‑management engagement and appraisal to support career progression.
• Internal and external training for development.
• Continuous service awards.

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