Customer Experience Liaison Officer/ Administrator

EQUANS are recruiting for a Customer Experience Liaison Officer/ Administrator to be based in Seaham. This is a full-time 12-month fixed term contract, working 38 hours per week. On offer is a competitive salary and benefits package.

General Overview

To provide an end-to-end exemplary customer experience to all residents impacted as part of refurbishment works to their home. Effective liaison between the Site Team and members of the public affected by improvement works delivering a consistent service across the Region.  To assist in the smooth running of contracts and provide support in engaging with local communities through targeted events and community activities.  To understand, implement and adhere to the company SHEQ policy/strategy and ensure all employees reporting to you do the same.

Key Accountabilities

• Ensure implementation of all Company Policies and Procedures.
• To keep all Residents fully informed as to the programme of works regarding their particular dwelling.
• Comprehensive induction of all residents in accordance with processes.
• To regularly visit Residents to establish and resolve any problems that may arise or have already arisen.
• To work closely with the Client and their representatives (including Housing Department) in ensuring good relations are maintained with the Tenants and the expeditious execution of the works.
• To immediately inform the Site Manager of any serious problems arising.
• To prepare a report every week for the Site of events occurring / affecting Residents.  This report is to include: All complaints or problems encountered and how they have been remedied, confidential notes on problem addresses.
• To be responsible for meter readings at Contract and Decant Houses where appropriate.
• To deal with customer complaints in accordance with the QA Procedure.
• To attend site meetings/team meetings/Client meetings or any meetings relevant to site.
• Community awareness and targeted engagement activities specific to each Client
• To provide Handover Packs and instruct on new installations.
• Assist with training and support for new Team Members
• Respond courteously and promptly to all customer queries and complaints and ensure a copy is recorded in accordance with procedures.
• Accurately record all customer complaints and process as per QA procedure.
• Keep residents informed as to action taken in respect of their complaints.
• Advise Site Manager directly and immediately of any situations that have, or are likely to, cause conflict with Customers
• Be responsible for your safety and others around you, including public protection
• Make every effort to attend all mandatory courses related to your role
• Comply with all the roles and responsibilities as set out within the SHEQ management system
• Adhere to the company values and go the extra mile in the exemplary delivery of service.

What can we offer you?

On offer is a competitive salary and benefits package, which includes;

• Pension Scheme
• 24 days annual leave (+ public holidays)
• Life Cover equivalent to 1.5 times annual salary
• 24/7 Employee Assistance Program and access to mental wellbeing app
• Employee discount shopping schemes on major brands and retailers
• Gym membership discounts 
• Cycle to work scheme 
• Broad range of learning opportunities, such as professional qualifications, collective/individual training, and personalized support programmes

Who are we looking for?

Skills and abilities

• High level of computer literacy in MS Office, (Word – Intermediate, Excel – Intermediate, Outlook – Intermediate)
• Competent, clear and concise writer
• Excellent verbal communication skills
• Good level of numeracy
• Strong presentation skills
• Good influencing skills
• Other IT packages
• Report writing
• Knowledge of partnering
• Hold a full clean driving license
• Problem solving skills

Experience

• People management
• Customer Experience/Resident Liaison experience (preferred)
• Confident communicator able to communicate at all levels with the ability to talk to people of various educational, social and ethnic backgrounds
• Be reliable, confident and have a positive attitude
• Socially minded by underlined by keen commercial awareness
• Be adaptable
• Be self-motivated but also able to work as part of a team
• Be organised and methodical
• Able to have an in-depth overview of what is going on within the site teams with the ability to manage the issues rather than dealing with them personally
• Resident focused with an excellent understand of client / customer needs

Key Attributes

• Creative thinker
• Team Player
• Confident and able to communicate and influence at all levels
• Works well under pressure
• Ability to multitask
• Self motivated
• Enthusiastic
• Understand the power of relationships and collaborative working

Who are we? 

EQUANS is a world leader in energy services with nearly 100,000 employees working in more than 50 countries, with an annual turnover of over 17 billion euros.   

In the UK & Ireland, EQUANS is a provider of technical, FM, regeneration and energy services – with specialist capabilities in smart buildings, green mobility, district & embedded energy and decentralised renewables. 

EQUANS’ 13,500 UK & Ireland employees combine these activities to help businesses, public sector organisations and government to embrace the energy transition towards net zero, and also the digital & industrial transitions that are redesigning the way we move, work and live. 

EQUANS is a Bouygues group company. 

What’s next? 

If this role is of interest to you, please click below to register, apply, and track your progress! A member of our Resourcing Team will review your application and be in touch. 

At Equans we’re committed to delivering a culture where everyone’s voice is heard and supported. We know the value a diverse workforce creates, delivering better results for our people, customers, and stakeholders. Diversity and inclusion is at the core of what we do, should you join Equans you’ll find a welcoming and open workplace where you’re supported and encouraged to be your true self at work. You’ll also have access to our growing employee networks including WiE (Women in Equans), RISE (BAME), LGBTQI+, Working Parents, YPN (Young Professionals Network) and our Disability Network.  

For this role, you must have evidence of the right to work in the UK. Unfortunately, we are not able to offer a re-location package with this job role.  Certain roles may require applicants to undergo a Disclosure check, as noted in the role requirements. 

The EQUANS Resourcing Team supports this job advert. Agency involvement is not required. All related enquiries must come to the resourcing team not direct to EQUANS Managers.