Customer Manager / Customer Liaison Officer

Full time

Havant, United Kingdom

Project support

Customer Manager / Customer Liaison Officer - Havant

Trant Engineering are now recruiting for a Customer Manager / Customer Liaison Officer to join our Southern Water delivery team based on site in Havant

Trant Engineering Ltd has a long history of engineering and construction excellence, delivering high quality EPC engineering and construction services throughout the UK and overseas. We successfully deliver complex turnkey engineering projects in sectors such as Process & Water, Energy, Defence, Oil & Gas and Nuclear.

We offer clients a range of services including design, manufacturing, installation, construction and commissioning. Our in-house design and offsite manufacturing teams’ work closely to develop technology-based solutions with a strong focus on innovation and value engineering.

Our in-house multi-disciplinary services include civil, process, mechanical, electrical, instrumentation, control and automation, supplemented by the design and manufacture of Control Panels, MCC’s, PLC’s, SCADA and automation systems. We also provide a range of bespoke modular and containerised water & wastewater treatment and fuel conditioning systems.

We have over 800 employees and with a healthy forward order book with a projected turnover of £180m this year, it is an exciting time to join the business.
We are now recruiting for a Customer Manager to join our Southern Water delivery team based on site in Havant, to assist in the delivery of a business-critical service to ensure that customers’ expectations are exceeded. They will manage all additional contacts, proactively monitor customer commitments and appointments, and ensure all confirmed work orders are analysed to verify correct completion.

Key Responsibilities:

·Management of additional contacts and manager ring backs to ensure delivery of business targets
·Liaise with customers to identify and discuss reason for additional contact
·Gain an understanding of manager ring back reason from previous job history and customers contact to resolve customers query
·Take ownership and manage customers’ expectations
·Manage the local landowners where we are taking the land for the project
·Ensure questions that arise from additional contact and manager ring backs are directed to the correct place for resolution and escalated if required
·Ensure customers are kept fully informed of developments/progress
·Take personal ownership and deliver a personal service which exceeds customer expectations
·Identify and implement solutions to resolve any issues that may result in a dissatisfied customer
·Ensure own compliance with Quality procedures
·Ensure that all conversations and agreements are recorded
·Proactive monitoring of customer commitments
·Proactively monitor customer work contact customers early to advise of problems with meeting commitments or appointments, agreeing a new date if necessary
·Deal with queries from the customer and ensure other questions that arise during contact are directed to the correct place for resolution
·Daily communications with landowners / farmers / business owners etc
·Escalate situations to Site Agent/Project Manager to assist in managing operational risk
·Relay information to other internal stakeholders in incident situations
·Ensure own compliance with contingency plan procedures during incidents
·Proactively screen confirmed work orders to verify satisfactory completion
·Proactively monitor newly confirmed operations in the live environment
·Assess status of confirmed operations and undertake further work as required
·Send satisfaction survey to customer to understand if they are fully satisfied with the work that has been completed as and when deemed necessary
·Take the appropriate action for unresolved customer issues and feedback to improve customer satisfaction
·Highlight any areas of process non-compliance so training needs can be identified

Company Benefits;

At Trant Engineering we offer the opportunity for career development and progression within a professional working environment. Our company benefits package includes;

·A competitive salary
·Company car or car allowance
·24 days holiday (increasing with service) + bank holidays
·Flexible Working Options
·Pension
·Free onsite parking
·Bike to Work Scheme

Equal Opportunities;

Trant Engineering Limited is committed to equal opportunities for all and we do not discriminate on the grounds of race, religion or belief, sexual orientation, gender reassignment, marital or civil partner status, gender, disability or age.

*Please note, due to the volume of applications we are not always able to contact each applicant individually. If you have not heard from us within 10 working days of application, please assume that you have been unsuccessful on this occasion

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