Customer & Community Lead

Water & Utilities
  • UK, East of England, Hertfordshire
  • Permanent
  • Full time
  • Negotiable
Our Client has a great opportunity for a Customer & Community Lead to work with one of the largest civil engineering and infrastructure specialists across the water, transport, built environment and energy sectors. Strategy: - Establish and maintain a good working relationship with their Clients to define and...

Quote ref: 513/22039

Job description

Our Client has a great opportunity for a Customer & Community Lead to work with one of the largest civil engineering and infrastructure specialists across the water, transport, built environment and energy sectors.  

 

Strategy:  

- Establish and maintain a good working relationship with their Clients to define and develop the customer strategy  

- Contribute to the development and implementation of the customer strategy through analysis of performance  

- To apply customer management processes by listening to the voice of the customer during the planning and delivery stages of the project.  

 

Insights and Analysis:  

- Measure the customer experience that impact our Client's CMex/DMex and NPS measures to produce valuable insights and to identify customer trends  

- To ensure that their customer action plan maximises the customer experience and meets local community needs  

- Monitoring and measuring of customer satisfaction KPI’s  

- Be responsible for reporting on the customer satisfaction scoring and provide feedback to their clients and operational teams

Requirements

- Previous experience of working within a Customer/Community focused position  

- Experience of delivering service improvements  

- Experience of implementing and delivering customer service strategy  

- Experienced in research insight and analytics  

 

Skills & Qualifications:  

- Degree or equivalent in Customer Services/Social Media and or Marketing  

- Strong interpersonal, organisational, communication and time management skills with a strategic and analytical outlook  

- Ability to show empathy and understanding of customer needs  

- Ability to confidently present analytical data and insights both visually and verbally  

- In-depth experience working with all Microsoft packages  

- Good social media skills with the ability to develop engaging and timely updates on project development across varied Social Media platforms  

 

Personal Qualities:  

- Good stakeholder management skills  

- Exceptional communication skills  

- Forward looking, positive and empathetic

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