Customer and Stakeholder Advisor

Customer and Stakeholder Advisor – BCS Group

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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.

• 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.
• Assist customer management processes by listening to the voice of the customer during the planning and delivery stages of the project.
• Report to the Manager and support them in successfully implementing our client duties.
• Measure the customer experience that impacts our CMex/DMex and NPS measures to produce valuable insights and identify customer trends.
• Ensure that our customer action plan maximises the customer experience and meets local community needs.
• Monitor and measure customer satisfaction KPIs.
• Report on the customer satisfaction scoring and provide feedback to our clients and operational teams.
• Create and develop case studies based on initiatives, activities and engagements.
• 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.
• Work with the design and delivery team to ensure project deliverables provide an excellent customer experience.
• Follow and promote the Barhale customer handbook and ensure that the handbook guidelines are followed by site and operational teams; support in developing and updating the Barhale customer handbook.
• Work collaboratively with stakeholders to align on methodologies and insights to achieve an excellent customer experience.
• Support Clients with their customer engagement targets and promote and implement key messages in local communities.
• Take a proactive approach in promoting civil engineering as a career choice to schools and colleges by attending and delivering STEM events.
• Engage with the local community by visiting the areas to identify issues with services, access, vulnerable people, landlords/owners, and stakeholders.
• Liaise with the local community regarding project plans to keep residents and the public up to date with project developments and measure project plan performance.
• Share knowledge and provide training to the site team regarding good public relations through our values.
• Identify and deliver social value initiatives in relation to projects, but not limited to this.

• Previous experience working within a Customer/Community-focused position.
• Proficient in delivering service improvements.
• Accomplished in research insight and analytics, with the ability to present the data.
• Good interpersonal, organisational, communication and time management skills.
• Ability to show empathy and understanding of customer needs.
• Proficient with the Microsoft suite of packages.
• Good social media skills with the ability to develop engaging and timely updates on project development across varied communication platforms.
• Ability to work collaboratively and effectively within a team.

• Degree or equivalent in Customer Services, Mass Communications, social media and/or Marketing.

• Competitive salary.
• Company Pension.
• Life Assurance.
• Private Medical.
• 25 days of annual leave in addition to 8 public bank holidays and loyalty days.
• 8 hours volunteering.
• Employee Assistance Programme to support your mental, physiological and financial wellbeing.
• Flexible benefits via salary sacrifice.
• Company car/green car scheme/car allowance/Van (dependent on position).
• Leadership & management training and coaching.
• Regular line management engagement and appraisal to support your career progression.
• Development supported by internal and externally delivered training.
• Continuous service awards.

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