Trainee Customer Experience Liaison Officer

EQUANS are recruiting for a Trainee Customer Experience Liaison Officer to be based in the North East Region. This is a full-time permanent role, working 39 hours per week. On offer is a competitive salary and benefits package.

General Overview

Equans are looking to recruit a number of trainee Customer Experience Liaison Officer positions which will be based on sites supporting customers throughout refurbishment works to their home across the North East of England.  We are particularly looking for candidates with strong customer service skills who would be willing to train in the construction industry. The purpose of the role is to  provide effective liaison between the Site Team and members of the public affected by our work and to assist in the smooth running of contracts and provide a personalized Customer Liaison

support.

Key Accountabilities

• Ensure implementation of all Company Policies and Procedures.
• To keep all tenants fully informed as to the programme of events regarding their particular dwelling
• To regularly visit tenants to establish and resolve any problems that may arise or have already arisen
• To work closely with the Client and their representatives in ensuring good relations are maintained with tenants and the expeditious execution of the works
• To immediately inform the Site Manager of any serious problems arising
• To contribute to a report every week for the Site of events occurring / affecting tenants.  This report is to include: All complaints or problems encountered and how they have been remedied, confidential notes on addresses where issues may occur
• To deal with customer complaints in accordance with the QA Procedure
• To attend site meetings / team meetings or any meetings relevant to site
• To provide Handover Packs and instruct on new installations
• Advise Site Manager directly and immediately of any situations that have, or are likely to, cause conflict with tenants
• 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

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 Teams – Intermediate)
• Competent, clear and concise writer
• Excellent verbal communication skills
• Good level of numeracy
• Strong presentation skills
• Good influencing skills
• Other IT packages

Experience

• Customer Experience/Resident Liaison

Key Attributes

• Confident communicator able to communicate at all levels with the ability to talk to people of various educational, social and ethnic backgrounds
• Reliable, confident and with a positive attitude
• Adaptable
• Self-motivated but also able to work as part of a team
• 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 understanding of client and customer needs.

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.