Customer Experience Manager

United Infrastructure is a dynamic and rapidly expanding business, focused on delivering critical infrastructure projects across the utility and social infrastructure sectors.

Our team of highly skilled and hardworking specialists deliver innovative solutions to the complex challenges our clients face.

Our company is split into two business areas:

• Utility Infrastructure – Our team of Utility Infrastructure specialists design, build and maintain critical water, energy (gas), power and telecoms infrastructure for the UK’s largest network owners and operators.
• Social Infrastructure – Our team of Social Infrastructure specialists revitalise homes and communities by carrying out a wide range of work, from retrofit to refurbishment, and maintenance.

Seniority level

• Not Applicable

Employment type

• Full‑time

Job function

• Business Development

Industries

• Construction

Job Description

Our Social Infrastructure team are responsible for the promotion and delivery of high standards of customer service & corporate social responsibility, through the development, implementation and management of customer service standards and delivery of community events which support the Company and regional business plans.

Responsibilities

• Ensure that United Infrastructures HSE&Q standards, operating processes, company policies and all legislative requirements are understood, implemented and adhered to at all times.
• Ensure that the United Way of working is complied with and adopted into your daily disciplines.
• Monitor the induction of Resident Liaison Officer employees in the United Way of working ensuring that the contract delivery processes are complied with and adopted into your daily disciplines.
• Ensure that the resident liaison team are all consistently using the business work management system and that this standard practice is adhered to at all times. Be recognised as a system Super User.
• Demonstrate respect, sensitivity and discretion in a public facing role.
• Continuously look and seek improvements and innovation to ensure we are continuously perceived as the market leaders and the contractor of choice.
• Lead the planning, preparation and implementation of the resident liaison strategy in conjunction with the Operations Manager.
• Work collaboratively with Project Administration teams, to co‑ordinate efficient and effective communications at all times.
• Actively support the Operations Manager in the management of areas of opportunity and risk that may impact the business plan. Lead your team by example at all times and ensure that United Living is a centre of excellence.
• Establish and maintain key strategic relationships with both internal and external stakeholders and ensure that the liaison responsibilities are being fully delivered for each project.
• Support the Contracts Managers to drive CSR activity in line with client aims and objectives, identifying, organising and co‑ordinating the delivery of local level CSR events, recording and publicising key added value activity. Attend CSR activity events with clients and site teams.
• Produce regular KPIs for customer care for review by clients and Company management team.
• Ensure minimum standards are set, achieved, maintained and communicated on all customer care related activities as required.
• Support the business in the preparation of responses for PQQ and tender quality submissions, attending tender interviews or presentations where necessary.
• Attend regional management and site meetings and attend Client core group meetings as required.
• Assist in the organisation of reality checks for potential new clients / customers when visiting site. Ensure residents have been appropriately selected and resident liaison team are available to assist.
• Oversee the effective management of conflict, ensuring problems, disputes and complaints are fully investigated and resolved within specified time scales and outcomes are appropriately communicated to affected stakeholders.
• Manage all of the people responsibilities for the team including undertaking and monitoring the completion of Performance & Development Reviews, supporting and coaching team members to achieve both individual and business objectives.
• Manage all employee related matters, liaising with People Services as necessary. Responsible for ensuring strong working relationships are maintained with the operational and Commercial teams on each contract.
• Contribute fully to the development and implementation of Company policies and procedures.
• Marketing the business with existing and new clients to assist the business development team.
• Any other duties reasonably assigned.

Qualifications

• Appropriate CSCS card
• Proficient in Microsoft office packages
• Strong written and verbal communication skills
• Excellent presentation skills
• Full Driving Licence
• Project management experience
• Proven ability to manage conflict resolution
• Line management experience
• Previous experience in a customer facing role

Additional Information

If you are ready to be part of our expanding team and contribute to our success, apply today for immediate consideration. Join us on this exciting journey of growth and innovation!

As a business United Infrastructure prefer to hire directly and we will be in touch with our PSL Agencies if we require support. We do not accept speculative CVs from agencies. If speculative CVs are sent, no fee will be applicable.

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