Customer Excellence Partner

Working Hours & Location

• Hours of Work:
  Monday to Friday, 40 hours, 8 – 5
• Location:
  
  Bradford, Leeds
• Company van provided for work use and for commuting
• 24 days holiday + Bank holidays

To be a field‑based customer liaison partner, the key purpose of this role is to deliver exceptional standards of customer service while working closely with our Operational and Customer Teams. You will manage all customer interactions, enquiries and complaints, coach staff, and drive customer excellence.

• Conduct all customer liaison/care field‑based activity.
• Act as the customer lead on site, ensuring operational teams demonstrate our CARE and Customer Excellence approach.
• Analyse customer data to identify trends and recommend improvements.
• Build robust relationships with stakeholders to promote better business outcomes.
• Maintain professional knowledge of governance and assurance across the Customer Excellence team.
• Provide timely reports within the governance framework.
• Be adaptable, flexible and approachable, challenging views and practices when appropriate.
• Undertake independent governance and assurance checks, identifying gaps and action plans.
• Coach teams on site to keep customer focus central.
• Conduct customer site visits, explain processes and manage expectations throughout the customer journey.
• Serve as the key point of contact for all customers, liaising with operations teams to resolve issues efficiently.
• Resolve escalated enquiries and complaints, delivering training and toolbox talks to reinforce key themes.
• Review customer satisfaction and recommend actions with the Customer Team to achieve exceptional delivery.
• Ensure compliance within a regulatory framework.
• Prioritise and communicate customer‑related work activities in a timely manner.
• Provide occasional out‑of‑hours support as required.

• Full UK driving licence with no more than 4 points.
• Previous experience working closely with customers, preferably in a field‑based role.
• Demonstrated ability to achieve performance targets and exceptional customer satisfaction.
• Flexible approach that adapts to changing business and customer needs.
• Ability to compile, interpret and challenge analytical data and reports.
• Ability to identify and focus on customers’ and stakeholders’ needs.
• Strong planning skills, able to manage own activities and respond to urgent changes.
• Strong conflict resolution and adaptability skills.
• High accuracy and attention to detail.
• Strong interpersonal skills.
• Effective time‑management skills.

• Turnover exceeding £530 million (EBITDA £45 million).
• Employs over 4,000 people nationwide.
• Countrywide network of operational locations.

The Lanes Group is the UK’s largest independent provider of water and wastewater solutions and services, delivering essential infrastructure and maintaining the nation’s water systems. Founded in 1992, the company’s £530 million turnover supports continued market expansion and a diverse portfolio of subsidiaries, including Lanes, Sapphire Utility Solutions, Clearflow, AQS and S&C Fosters.

We are an equal‑opportunity employer and welcome applications from under‑represented members of the community.