Farrans Construction Cockermouth, Cumbria, UK
28 Aug, 2018Full Time
Working within the Customer & Engagement Department, the job role holder will assist in the the delivery of an exceptional customer experience and co-ordinating community engagement activities in line with social value contractual obligations. They will support the development of a best practice service that; gains competitive advantage ensures customer advocacy, builds relationships with the wider community whilst meeting agreed business goals and KPI’s. Interfaces & Stakeholders Partners at all levels . External customers ‘business and domestic’ . Councils, Local Authorities, Governing bodies. Sub-Contractors at all levels. Management on the contract. Colleagues across Farrans contracts. Local Community Groups. Key Responsibilities and Duties Project Activity – pre works Attend pre-start meetings – engagement with design & construction. Attend initial site review and pro-actively undertake a ‘project walk’ to identify potential issues, key stakeholder/Customer Groups. Pro-actively manage pre-start introductions for all Customers and initiate Customer Log for ongoing Customer communications. Establish and maintain extra care/key Customer log, ensuring effective communications at all times. Complete and upload Customer Survey Forms for the employer. Assist with and the delivery and implication of a detailed communications plan; customer literature, on site set up, media, etc. Contribute to growing Farrans Constructions reputation with the community by increasing awareness and understanding of its work. Project Activity – during works Attend project update meetings – construction & project co-ordination. Deliver project specific Customer briefings to key stakeholders. Assist with the delivery & review of a detailed communications plan in line with critical SLAs Ongoing proactive customer communication; face to face, letter, media etc. Conduct regular customer service site appraisals; coaching operational teams & managers to ensure customer first approach also identify where remedial action is required and escalate through approved channels. Improvements, reporting breaches through appropriate channels. Attend all customer appointments on time. Assist in resolving all unwanted contacts in a professional manner and to agreed SLA’s. Attend Job Fairs, Careers Fairs, and Safety Sam presentations. Deliver Employability Skills Workshops and Careers in Construction presentations. Coordinate work experience Report & monitor overall community benefit statistics for Directors Reports. Project Activity – post works Conduct final customer service site appraisal in line with the employers policies and procedures. Deliver detailed communications plan – final communication advising works complete. Lessons learnt - analyse customer feedback and work cross functionally to initiate change and provide creative and lasting solutions. Conduct Customer Experience Feedback to identify current perception and drive future improvements. Assist with the management of outstanding unwanted contacts to full resolution. Celebrate Success! Including the effective management of Accolades WOWS received. General Duties Achieve agreed key performance indicators that meet both customer and business requirements. Make recommendations for improvements to on-site systems/processes relating to Customer. Support & cover other colleagues as and when required. Provide direction to Customer Ops Site Rep/Customer communications. Maintain consistent communications with your line-manager through agreed channels. Establish and develop effective stakeholder relationships both internally and externally. Maintain documents, records and files in line with the Company standards and requirements. Complaint resolution Everyone is responsible for continuous improvement, to enable ‘All together safer, better, leaner, faster’. Ensure Farrans Code of Conduct is thoroughly understood, adhered to and promoted across the business to ensure safe, compliant and consistent working practices. To understand and adhere to policies, procedures, processes and Standards to deliver performance ethically, compliantly, competently and with pride in ‘doing the right thing’. To operate in an open and even handed manner with all personnel across the business. Treat all who we interact with, with courtesy and respect, treating everyone equally and embracing differences. Encourage everyone to achieve maximum potential. To proactively contribute to teamwork and cross-functional working. To listen to each other and share knowledge, enabling us to willingly combine expertise across the business and with our clients and supply chain. Behaving with integrity and demonstrating professional image at all times. To always do what is right. To take personal responsibility and accountability for actions, constantly striving to improve and exceed expectations ensuring safety and quality are never compromised. To establish a work environment where safety and health are naturally the first priority and to proactively take responsibility to ensure the safety and health of self and others. Outcomes to be delivered To support the Project in delivering our deliberate customer experience. To successfully deliver against the Customer & Community Plan for the area(s) within your scope of responsibility. Working conditions This is a demanding role requiring a flexible approach to working hours. This role will be based at our site Office at Dovenby, Cumbria. The successful candidate may be required to travel as part of their role to other Company construction sites, Company fixed locations or other locations as requested by Management. Experience Experience working in a customer-facing environment. Knowledge, interest or experience of the construction industry or a proven track record within a similar complex and challenging sector. Experience of public speaking, delivering training and engaging with the public. Good career continuity. Advanced knowledge in Microsoft Office (Excel, Project, PowerPoint, Word, and Outlook) and database software. Skills & Competencies Evidence of working to and achieving performance targets in a Customer Environment. Able to demonstrate a flexible approach that adapts to changing business and Customer needs. Good communication skills with the ability to articulate messages clearly and concisely in an engaging style. Self-motivated with the ability to demonstrate initiative whilst working in a team environment. Excellent organisational skills. Excellent written, communication and presentation skills. Competent IT skills, including knowledge of Microsoft Word, Excel and PowerPoint. A clean driving licence and willingness to travel also essential. This is a civils utilities role. Salary: To be discussed at interview dependent on experience. Farrans Construction is An Equal Opportunities Employer. To apply, please send your CV by using the 'Apply Now' button below.