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
EnergyWe 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 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

Community and Engagement

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
Engagement 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 members of the public up to date with project developments and measure project plan performance
Share knowledge and provide training when applicable with the site team regarding good public relations through our values
Identify and deliver social value initiatives in relation to projects, but not limited to thisAbout you

Essential

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 teamDesirable 

Degree or equivalent in Customer Services, Mass Communications, social media and/or MarketingCaring and investing in you

Our values have been embedded at Barhale for over 40 years, and they are our guiding principles regarding how we care and invest in people.  Our values are our commitment to being a people-centric company.

As a Gold Investors in People company and a Sunday Times 100 Best Company to Work For, we are committed to investing in people. We are passionate about creating a working environment where people are supported throughout their careers, where people can enjoy security and be part of a company that cares about them.

From the moment you join us, your well-being and career aspirations will be supported by.

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