Stakeholder Engagement Manager

• May 2019 - Present

Customer Liaison Manager

• Feb 2019 - Apr 2019

My Role as the Customer/Community Liaison Manager is a new role which has been created by King Construction to improve the communications and the relationships with the general public and the business community who are affected by any highway improvements completed by King Construction. As this is a new role it will expand and grow over time. As part of the project team the Customer/Community Liaison Manager will assist in the communication of all critical information to ensure that customers are fully aware of any road closures and ensure expectations are met and where possible exceeded. Other key responsibilities  Manage all social media accounts building a strong and successful profile for the company.  Via social media keep the general public and the local business community informed of up and coming highway improvements as well of progress of current works so they can establish the impact of the works on their business’s.  Fully manage and own the customer support mail account which is communicated on all highway improvements.  Create a fully compliant complaint process which documents all steps of the process and owners.  Acknowledge, liaise and resolve all customer complaints ensuring everything is fully resolved before complaints are closed.  Work closely with Liverpool City Council in many aspects including all media, complaints and building a strong relationship. Show less

Business Director

• Sep 1991 - Sep 2018

My Previous Role as a Business Director is to manage external customers at board level to their commercial contract with BT and be responsible for building and, maintaining a reputation for BT in service excellence and, in turn, increasing our overall profitability by building and maintaining excellent communications and relationships with my client base. Other activities include:  Deliver Financial, Service and Performance targets to meet P & L predictions.  To ensure contract commitments are delivered within cost targets, contract profile and revenue growth  Manage key client and supplier relationships to develop new business opportunities, and to deliver the future profitable revenue growth expectations of each contract.  To establish and maintain good working relationships with senior key decision makers, at board level, within my accounts.  Develop strong working relationships at senior levels within BT and, work in conjunction with them to exploit any opportunities for contract growth and increased customer satisfaction.  To be the customers advocacy champion to ensure customer satisfaction.  Be responsible and accountable for Customer Satisfaction within my customer base and deploy tactical and strategic plans to deliver improvements were required.  Be responsible for high level escalations along with face to face customer meeting, predominately at senior level when major incidents occur.  To articulate my customer needs within the business ensuring there requirements are met at a financial and contractual level and shapes both short term and long term initiatives to drive change and improvements through the business when required.  To deploy an internal contractual team to deliver all aspects of the contract to the highest specification and ensure complete customer satisfaction.  .  . Show less