Customer and Stakeholder Advisor

About Barhale

Who are Barhale?

Barhale is a business founded on family values, having been established by our Chairman, Dennis Curran, in 1980. We are one of the largest privately owned civil engineering and infrastructure specialists in the UK, with over 40 years of experience in providing design, civil engineering and maintenance services working across multiple sectors, including:

Water
Transport
Built environment
Energy We operate as a tier one partner for blue chip, regulated and private clients, working as part of large frameworks, joint ventures and alliances, as well as on individual standalone projects, developing long-term relationships based on delivering to the Barhale values which have been integral to our business since their inception in 1985.

Our direct delivery model is at the core of everything we do, as we believe that people are our greatest asset. Therefore, we robustly source, train and retain all our own frontline delivery teams as well as management and support services. We employ over 1,200 employees nationwide.

We possess a range of specialist skills to support our civil engineering and infrastructure activities, including:

Tunnelling
MEICA
Temporary and permanent design
Steel-fabrication
Signs (design and fabrication)
Health & safety equipment and products, including PPE

Why join Barhale?

As Gold Investors in People, we are committed to a high standard of people practices, creating an inclusive environment and ensuring cultural alignment to business strategy, ethos and philosophies.
Job security, long-term secured work through various frameworks and large infrastructure schemes
A broad range of civil engineering, mechanical and electrical schemes across some of the UK’s largest infrastructure projects and clients
Strong career progression as demonstrated by our track record in promoting from within, as we believe this is a key driver of our success

Customer and Stakeholder Advisor

The Role

To provide customer service to all stakeholders, which aligns with Barhale’s 3 Pillars Sustainability Model of Profit, Safety, and Environment. The post holder will work collaboratively with our clients to support a region-wide customer strategy, to guide project-specific customer plans.

Key Responsibilities

Strategy

Establish and maintain a good working relationship with our clients to define and support the customer strategy
Contribute to the development and implementation of the customer strategy through analysis of performance
To assist customer management processes by listening to the voice of the customer during the planning and delivery stages of the project
Reporting to the Manager and supporting them in successfully implementing our client duties

Insights and Analysis

Measure the customer experience that impacts our CMex/DMex and NPS measures to produce valuable insights and to identify customer trends.
To ensure that our customer action plan maximises the customer experience and meets local community needs
Monitoring and measuring of customer satisfaction KPIs
Be responsible for reporting on the customer satisfaction scoring and providing feedback to our clients and operational teams
Create and develop case studies based on initiatives, activities and engagements

Performance

Engage with the Client’s Customer Challenge Group to develop and improve the customer relationship
Support the development of Power BI Apps to analyse/collate/communicate data through digital portals
Work closely with our clients and Barhale’s team to develop/share digital methods (Twitter/blogs/apps) to allow customers to engage and gain valuable customer insights
To work with the design and delivery team to ensure project deliverables provide an excellent customer experience
Follow and promote the Barhale customer…