Customer Liaison Officer

Reporting to



Central London Customer Services Manager



Location



Covent Garden



Department



Network Operations



Reference Number



76396



Employment Period



Permanent



Contract Type



Collective



Salary



£32,822 + 17% Shift Allowance + bonus + benefits



Closing Date



26/03/2023



All applications will be reviewed after the closing date



We also provide the following additional benefits



Annual Leave

Personal Pension Plan – Personal contribution rates of 4% or 5% (UK Power Networks will make a corresponding contribution of 8% or 10%)

Tenancy Loan Deposit scheme

Tax efficient benefits: cycle to work scheme

Season ticket loan

Occupational Health support

Switched On – scheme providing discount on hundreds of retailers products.

Supplier discounts, such as O2, EE, Vauxhall cars, Universal tyres

Discounted access to sports and social clubs

Employee Assistance Programme.



Function



This role reports in to the Central London Customer Services Manager, who in turn reports to the Central London Area Manager. This is to join the existing team of Customer Liaison Officers on a shifted basis.



Job Purpose



They will be the on-site point of contact for customers, during and after incidents, responsible for managing the customer experience and providing company-wide co-ordination in order to resolve customer issues. They will also deal with substation access issues within the Central London area



Dimensions



This role has budgetary responsibility, with authority to allocate third party partners to incidents, and authorise repair of damage to customer property, to resolve customer issues.



Principal Accountabilities



The Customer Liaison Officer role is an office/field-based role. Primary responsibilities are:



To be the point of contact for all customers associated with an incident that would trigger the involvement of a Customer Liaison Officer



To provide the single view of the situation from the customers’ perspective, having an overview of:



all contact which the customer has had with UK Power Networks business-wide in relation to the incident (and historically where possible) and



issues which customers are experiencing



Once on site, to external activate Customer Champions (if required), based on understanding the situation and customer needs



Responsible for liaising with customers and engineers on-site, providing updates to a nominated contact/role from Dispatch/SDC, to ensure that Fore Hamlet is kept-up-to date with the situation in real time



To have the authority and being the lead to activate other approved services, to the benefit of our customers, such as Language Line, HASTE, British Red Cross



To provide customer care following up, tracking and managing the resolution of all outstanding customer issues associated with an incident which they are managing, even where power has been restored



To provide support to the Service Delivery Centre, meeting with customers to resolve outstanding escalated complaints as appropriate.



To provide assistance when dealing with customer complaints from the Care team at Fore Hamlet



To review weekly customer comments and provide learning points



Liaising with multiple departments to resolve out of hours access issues



Nature and Scope



The successful candidate must cope well with ambiguity – customer responses to incidents and the outcomes they require are not predictable, and therefore the successful candidate will need to:



engage with impacted customers, during an incident,

understand the situation and issues, determining the services and support they will require both during the incident and ongoing, and

work with people across the business (and third-party agencies we also work with) to deliver outcomes which satisfy customers and are acceptable to UK Power Networks.



The Customer Liaison Officer will have access to a pool car, to travel to customer sites/locations when working on shifts.



Please note – This job may involve travelling out of area if required



Skills, Qualifications and Experience



The successful candidate must:

Understand customers, and what is expected to provide good service to customers.

Have highly developed and recognised persuading and influencing skills, working with people from all levels across the organisation and also external stakeholders, to deliver outcomes/resolutions for customers.

Be decisive, able to manage well under pressure and make the right decisions for both customers and the organisation.

Be focused on delivering results, with a measure of success being to achieve outcomes to the satisfaction of our customers.

Be a team player, with a good business network understanding to manage customer concerns through to resolution.

Have a good broad understanding of UK Power Networks, how it operates, and be comfortable to discuss technical considerations, helping to understand and “translate” matters which are technical so that customers are kept informed and up-to-date.

Have a good knowledge of the Central London geography.



Health & Safety Responsibilities



Managers and supervisors carry both legal and company responsibilities for ensuring the health and safety of their employees, those under their control and those who might be affected by the work undertaken, i.e. public, visitors and employees of other organisations. This includes briefing individuals working for them and ensuring there is the necessary understanding, competence and application of requirements to work safely and without harming the environment.



Employees will ensure they fully understand the health and safety risks involved in their work activities and their responsibility to apply the controls needed to manage those risks to acceptable levels. Similarly where work activities can have an adverse impact upon the environment, and particularly where there are legal requirements, employees will understand those impacts and the controls they must ensure are applied.



Employees need to be aware that for some craft and operational roles that work at height, or use fall arrest devices, there is an upper weight limit of 116Kg due to maximum safe working load of the safety equipment that is used.



If in doubt ask!



We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.