Prosper Recruitment are working in partnership with a blue chip construction organisation who need to recruit a Regional Customer Liaison Manager to be based in the Birmingham Area covering multiple developments.
Key Role & Responsibilities:
Management of all Customer Liaison Officers within the Business Unit.
Ensure all staff are working in accordance with the Clients requirements and to the company policies and procedures
Engender a culture whereby all Customer liaison Officers understand and maintain the standards expected of the business and customer.
To be involved in all elements of the work winning through to implementation of contractual requirements, delivery of service and aftercare.
Carry out compliance audits across the East and West Midlands to ensure we are providing a consistent and excellent service.
Have customer care introduction calls with new and old Customers.
Attend and chair weekly feedback meetings with the customer care team to promote team working, the importance of good communication and lessons learned.
Provide feedback to the site teams on positive and negative aspects of the customer process.
Understand and support sites with Considerate Constructor visits.
Develop good and lasting relationships with all teams on site and ensure all communication is uploaded to the system
Key areas and tasks:
Liaise with the Customer Liaison Officers to ensure they: -
liaise with all stakeholders and most importantly Customers to provide support and to monitor completion of any complaints.
Feedback to line manager about proposed solutions.
Record results of inspections and report back the outcomes.
Arrange scheme choice and consultation events
Ensure the correct forms of communication literature are being used on each scheme
Register and investigate complaints and resolve as per company procedures.
Provide feedback on lessons learned.
Management of staff: -
Deliver Customer Care Toolbox talks at least one per site and when required.
Provide site team briefings and updates regarding any relevant customer care issues or site/client specific customer care requirements.
Assist their line manager in the training, development and support of CLOs.
Assist their line manager with the interviewing process for new recruits as required.
Monitor BMS Customer Care policies, procedures, and literature.
Carry out regular site audits.
Check and agree holidays, sickness, and absence of CLOs and agree suitable cover were necessary with line manager.
Build relationships and work in conjunction with client liaison representatives to achieve scheme objectives.
Attend client presentations/workshops/meetings as requested.
Working with Communities
Assist in the implementation of Customer Care and Social Value Initiatives
Identify local schools and arrange visits such as H & S, careers talks, site visits.
Identify and arrange PR opportunities.
Organise community events and activities.
Required Skills & Experience:
Have the strength and personality to lead a team
Previous experience gained through working for a Main Contractor in the Construction Industry Sector
Total understanding of the customers’ and company requirements
Ability to work under pressure
Be able to communicate in a clear and confident manner whilst working under pressure
Work as part of a team and be self-motivated when working independently
Flexible and agile approach to your work
High level of computer literacy with a good understanding of excel
Prepared to work within a large geographical area
Confident with decision making
have the confidence to present to our clients.
Resilient and able to deal with change