Role Purpose

To provide the highest quality customer service that is efficient and effective, which is delivered in a friendly and professional manner.

To support operational personnel to improve customer service levels. 

Key Duties

• Attend relevant meetings to understand community/stakeholder plans and work activities planned ahead.

• Coach operative workforce on how to provide ‘great’ customer service.

• Track and trend site visits to identify customer service patterns and address any areas highlighted.

• Provide high quality customer information for operations to review and take relevant action.

• Project and promote a positive professional image of Browne at all times.

• Compile and review customer liaison packs.

• Attend to and resolve customer enquiries and complaints, by telephone or face to face, with operational support as required.

• Refer technical enquiries to appropriate Agents, following up to ensure satisfactory closure.

• Present monthly customer updates to operational staff as required (team talks, presentations, reports).

• Develop and maintain excellent working relationships with local authorities, clients, clients customers, members of the public and internal Browne personnel.

• Assist in the development of key procedures and maintain working knowledge of various systems.

• Provide feedback to the Area Line Managers on problem/complaints affecting contract.

• Resolve any planning queries or issues.

• Check information of all “Notices” and parking bay suspensions to inform customers of pending work.

• Provide holiday or additional cover to support Planning when necessary.

• Carry out any other support duties appropriate to this role.

Key Criteria for Success

• No complaints or escalations

• All jobs allocated promptly

• Good relationship with operations staff

• No backlog of customers awaiting call backs

• All figures and feedback correct and checkable

• Customer Liaison packs correctly updated

• Planning Assistant role covered during holidays

Key Competencies Required

• Customer Service experience/training

• Excellent communication skills (verbal and written)

• Good planning and organisational skills

• Confident in dealing with difficult situations

• Good problem-solving skills

• Proficient in Excel and Microsoft word, Outlook

• VISTEC, Eagle or View Tool, JMS, GISMO (Thames Water systems)

• TMA & NRSWA knowledge

• Full UK driving licence

Additional Competencies Preferred

• Previous utility industry knowledge and experience desirable

• Environmental Awareness

• Utilities SHEA (Water or Gas) Network (Energy & Utilities Skills)

To apply online click here.