Whitcombe Pipelines Limited

We are hiring Customer Liaison Officers!!!!

Customer Liaison Officer Job Description

About the Role –:

To be the field-based Whitcombe Pipelines Ltd Customer Lead, working closely with our Operational Teams, the key purpose of this role is to deliver exceptional standards of customer service. Effectively managing all Customer interactions, enquiries and complaints. This role requires a dedicated and empathetic Customer focussed approach to ensure ‘CARE’ is at the heart of everything we do. You will assist the Operational Teams by coaching and demonstrating exceptional service delivery, striving to achieve outstanding Customer Satisfaction scores and overall Customer Excellence. Due to the nature of the role travelling throughout the midlands area is essential. Driving confidence is crucial, a company vehicle will be provided for work purposes only.

Location: West Midlands

Salary: £22000

Hours of Work: Monday to Friday 8:00am – 5:00pm

You will be required to partake in a rotating on call standby service to take essential business critical calls for approximately one week every month - you will be compensated £150 additional pay per week to cover the out of hours period

Responsibilities – but not limited to:

· Conducting all Customer CARE activity including pre, during and post field-based activity.
· Efficient and effective management of all Customer enquiries and complaints.
· Being the Customer lead on site and ensuring our Operational Teams demonstrate our CARE and Customer Excellence approach.
· Analyse Customer detail and data to understand and recommend key trends for best practice and areas for improvement.

What we are looking for:

We welcome employees from a diverse background. We treat people equally from all walks of life and welcome hard-working individuals who want to become part of the Whitcombe Pipelines Ltd family.

• Empathy
• Conflict resolution
• Accuracy
• Adaptability
• Assertiveness
• Strong interpersonal skills
• Confidence
• Diplomacy
• Negotiation

Knowledge, experience, and qualifications required:
• Demonstrable track record in delivering a proactive Customer Experience.
• Previous experience in working closely with Customers (preferably within a field-based role).
• Able to demonstrate working to and achieving performance targets and exceptional Customer satisfaction.
• Able to demonstrate a flexible approach that adapts to changing business and Customer needs
• Driving Licence is essential for the role
• Customer Service qualification (desired but not required as full training provided)

What we offer:

• Vehicle for work use
• 20 days holidays plus bank holidays

Please send your CV to [email protected] or call on 07398223272

Oh wow we would like to thank another happy customer for the lovely feedback below. Well done Matt and team you obviously made a positive impression on this customer. Keep up the good work 👏👏👏👏👍👍👍

Good afternoon, my address is number *, halfcot avenue, pedmore Stourbridge. The gas fitters have now finished the work on upgrading our gas pipes and I just wanted to say how I was very impressed with how they achieved doing it in a very friendly professional and helpful way. they worked as a team and any questions I asked was explained in a friendly manner and put my mind at rest. I got on very well with matt ball who when he had finished today( Friday the 26th) wished me all the best. So I'd like to say a very big thank you and would appreciate if you would pass on my thanks to all concerned

We are doing well today!! Here is some more brilliant feedback from 2 different customers the first from Small Heath and the second from Cradley Heath. What amazing customer service. Thanks lads you're doing a great job 👍👍👍👏👏👏

I just want to say I was really impressed with Sunil Bagla yesterday with regards to having no gas at my property. He was very sympathetic and understanding of my situsation . He was very efficient in resolving the matter, dealt with it great empathy.
Can you personally Thank You for him from myself and my household.

‘I’ve never seen lads so efficient, so polite in all my born days’
Team’s manager is called Damien

We received the following feedback from a happy customer in Cradley Heath. Well done lads this is well deserved👏👏👏👍👍👍

People can be very quick to complain, but I think it’s also important to give positive feedback too when it’s warranted.
I live in Chapel Close, a small, tight cul-de-sac of eleven houses, with no driveway and two cars. I was really concerned about the impact of the work and how long it would take. I spoke to the workmen, who was polite and friendly (even though he probably didn’t want to be bothered by a fussy old lady!) – clear in his explanation of what was happening and estimate of how long things might take. The team worked tidily, meaning access was still easy.
One of the team even took the time to come back to me later in the day with a bit of an update, just keeping me up to date with the timeline, what was happening with the traffic lights (which was affecting getting in and out of the street) which I really appreciated.
I would also like to point out that, unlike other workmen who have come into the street, they were not swearing or shouting loudly, but really looked to be focussed on getting the job done. They provided a good impression of your company.

We're hiring!!!!

Happy Birthday Damian. Its been an amazing year!!! Here's to further success in the following year 🎉🎉🍻🍻🎂🎂

We received two separate positive feedbacks for the same team this week. Please see below.

Well done Paul Whitcombe and his team keep up the good work 👍👍👍👏👏👏👏

Me and my family at firth drive (B14) are so grateful of Dwayne and his team with the hard work they have being doing in our area working on the gas.
Dwayne and his team are very kind people, polite and couldn’t fault them.
Lovely group of people we met passing by when they was doing all the hard work.

Hi my name is **** I live on firth drive Yardley wood. I would just like to thank the team working on our gas pipes they are doing a grand job not too much disruption to the residents and especially the man that came to reconnect us.

We received the following feedback from a very happy customer. It's so nice for the teams to be recognised for the fabulous work they do!! Well done Mickey and Dean 👏👏👏👍👍👍

I have just had a lovely customer from Smithfield Road , Walsall on the phone who stated she has called to praise the two team members that have been doing the gas works on her property. Mikey and Dean. They have had to do a lot of digging and obviously it was a lot of extra work than initially expected to get the new pipe in. She said they have done a marvellous job, even sorted her garden out so all that needs doing is for it to be seeded. They have worked so hard and they should have the recognition they deserve. This customer could not praise the lads hard work enough and said they are a credit to your work force.

Keep up the good work lads!!!

Help needed!!!
WRL have had a grab lorry stolen.
We are offering a reward of £10,000 for information leading to the recovery of the vehicle.

Please contact Andy Whitcombe or anyone at WRL/WPL with information.

We are hiring!!!

We are looking for a Customer Liaison Officer to join our Customer Care Team. If you are interested please contact Tracey Crawford, our Head of Customer Relations on 07398223272 or send your CV [email protected].

Please find below the job description:

The role

To effectively manage customer engagement and ensure the customers are kept informed about works taking place.

Principal Accountabilities

• Put the customer at the heart of what we do.
• Ensure a customer service culture is adopted throughout the teams.
• Carry out measurable customer feedback activities – surveys, courtesy calls and such. Convert feedback in to actions.
• Take ownership of activities necessary to achieve exceptional customer feedback and customer satisfaction score.
• Proactively shape improvements to the customer experience and service.
• Take ownership for resolving customer enquiries and complaints on a Day 0 basis by liaising with the customer.
• Manage vulnerable customers in accordance with GSOP3, ensuring that replacement gas supplies are installed on their premises when requested.
• Liaise with the head of customer relations to understand which projects require a CLO on site.
• Visit and walk each site before work commences to identify vulnerable customers.
• Deliver on-site coaching and training of construction teams on our customer focused behavioural standards.
• Use initiative, prioritise workload and work unsupervised.
• Any ad hoc activities that are required to support the contract.

Key Skills / Experience / Qualifications

• Relevant contract/customer service experience.
• Demonstrable experience of exceeding targets/KPI’s.
• Effective interpersonal skills
• Able to positively influence customer thinking.
• General knowledge of the gas industry is desirable but not essential full training will be given.
• Valid driving license is essential
• Able to adapt to customer needs.
• Able to prioritise tasks and work independently.
• Able to use digital devices and built-in apps.

**Please note, you must be able to handle tough situations and be quite thick skinned. This is a demanding role and you will need to be able to deal with individuals from a broad range of back grounds. A strong history of working in complaints would be an advantage.**

The WPL elves have been out and about again today for the final time this year!! We delivered the toys and presents bought from fundraising and donations from our wonderful staff. Thanks to everyone who donated you were very generous given we are all struggling at the moment. The Black Country Toy Appeal will make good use of our donations. There are a lot of children who will receive presents this year down to your generosity who wouldn't have received anything without it. Thanks to Trev and all at The Black Country Toy Appeal for giving our Managing Director Damian Whitcombe the tour of your operation. We look forward to working with you again next year. Keep up the good work and Merry Christmas 🎅 🎄🎄🎄 ☃️☃️☃️

WPL's elves went to
The Westminster School today to help with the Christmas Fair. A great time was had by all and we even got to see Santa!!! Thanks for inviting u and allowing us to help out. Happy Christmas to you all 🎅🎅 🎄🎄

We had a lovely time. You do an amazing job it was nice to be able to help out. We hope you have a lovely Christmas 🎄🎄🎄

The WPL elves have been out and about again. This time they have been delivering chocolate to a local school. The Westminster school put out an appeal on social media to local businesses as they were struggling to get donations for their Christmas Fair. The school caters for children with learning difficulties and has been hit by the cost of living crisis. We were only too happy to help to ensure every child received something. Thanks to the school and Angie in particular for allowing us to help out. Also thanks to Cadent and Trinity for supplying the teddies which the kids will love.

Our elves will be helping out at the Christmas Fair next week so more pictures to follow.

We received the following lovely feedback from one of our customers in Smethwick. Well done Joe and the team for going the extra mile for our customers 👏 👏👏👍👍👍

" I had a gas engineer come today called Jo who has been very helpful and understanding and has gone beyond to help me and to ensure my gas is sorted this man is a credit to your company and I am very happy with his service also the woman who bought me a heater and hot plate was lovely also pls pass my message on to the boss as people like these deserve the credit many thanks"

On the eleventh hour of the eleventh day of the eleventh month we come together to remember those that have sacrificed the most, for the sake of the many.

In the current climate we find our veterans are suffering more than they should, as they deal with trauma, isolation, physical and mental health issues.

Please show your support.

It's that time of year when we start looking forward to Christmas and spending time with those that we love. Please spare a thought for those who don't have anything to look forward to.

This year, as last, WPL/WRL/WEL are supporting Santa's Black Country Toy Appeal. This Charity provides Christmas Presents to children who would otherwise go without. Currently in the Black Country 104,265 children are trapped in poverty and this figure will only rise in the current cost of living crisis.

Please visit the following website for details of how you can make a child's Christmas special this year:

https://bc-santa.co.uk

We at WPL are collecting toys and donations for the Appeal. Please dig deep and help a local worthwhile charity.

Well done Yas keep up the good work!! We are proud of our fitters commitment to providing a 5 star service 👏👏👏👏👍👍👍👍

We received this really lovely feedback from a very happy customer last night. Is so nice to get some positive feedback. Well done everyone involved and the wider teams you are all amazing!!!👏👏👏👏👏👍👍👍👍

Whitcombe Engineering Ltd are hiring and paying 13% more than market rate!!!!! What a great opportunity!!! 👏👏👏👏🥳🥳🥳🥳🥳🥳

Whitcombe Engineering Ltd are hiring!!!

We're hiring

We're hiring!!!

RIP Queen Elizabeth II 🖤
Thank you for your long and distinguished service to your country.

BIG ANNOUNCEMENT 📣

It was with a heavy heart that our Managing Director, Damian Whitcombe, posted the below last night. The picture is of our heroes.

"Not sure how to approach this,
Firstly, I can’t state how proud and overwhelmed that the following people work for my company WPL.
Craig price, Wayne Freeman, Tim Mosley,
Please allow me to share what an hero actually is.
Whilst working on a customers property in our local community renewing a gas supply, the above mentioned were approached by the homeowner clearly distressed as her son Marcus had collapsed inside the house and not breathing, all 3 heroes rushed inside and were quickly engaged in a situation no person would ever want to be in, without hesitation the lads performed CPR until arrival of emergency services who took over, there actions saved the young mans life at that stage. The young man in question regained a heartbeat and pulse but was still in a critical condition. Heroic actions from the 3 lads to say the least.
After days in critical condition we received this news from Marcus mother.

"Good Morning All at WPL,

Thank you for the flowers that was so kind, I'm sorry to tell you this but Marcus passed away today. The ventilator was the only thing keeping him alive, But due to you and your colleagues helping keeping his heart going I was able to carry his last wish through with an organ donation. I can't thank you all enough."

There are no words to describe this statement.

To all involved from a WPL point of view, Craig, Wayne, Tim, Kyle to our customer team providing support and after care to family’s. I can’t thank you enough, you are truly heroes in our industry where incidents like this rarely happen, well it’s happened to us.
If I can give some advice, I urge you all to refresh or take a first aid course for all staff no matter there roles within your company, please.

I have attached Marcus go fund me page below, our thoughts and best wishes are with the mother and family of Marcus."

https://www.gofundme.com/f/help-raise-funds-for-marcuss-funeral

We have just received the following from Santa's Black Country Toy Appeal. We would like to thank everyone who contributed to the collection and made a difference to some deserving children in the Black Country. We have amazing generous staff. Thanks everyone 👏👏👏👏

"I just wanted to say a huge thank you for supporting us this year and it has made a huge difference to our appeal.
We will be sharing final figures in the New Year, so please do keep an eye on our social media feed.
I am delighted to enclose a thank you certificate, which is a small token for all your support.
Wishing you a happy New Year.
Best wishes"

Proud to say WPL worked in Partnership with SILKOT UK LTD for local authority.

SILKOT UK LTD (who specialise in infra-red thermal repairs) were tasked to address the different variations of the existing carriageway surface that will be used as one of the routes for athletes competing in the 2022 commonwealth games.

WPL have an extremely HAPPY local authority after completion of works, this was all achieved by using 100% of the existing material, contributing to lowering carbon emissions and climate change whilst also creating thermally bonded repairs minimising the risk of future failures as a result of conventional cold cut asphalt patch repairs

Brilliant job Boys 👏🏻👏🏻
The pictures speak for themselves!!

Whitcombe Pipelines and Whitcombe Reinstatement were very proud to sponsor the charity event in aid of Prostate Cancer UK at Bromsgrove Golf Centre on Friday 17th September.

Over 80 golfers took part in the competition and all had a brilliant day raising a substantial amount of money on the day via sponsorship, raffles and an auction. Once we have the final amount raised we will let you all know.

Thanks to all who supported the event it was a great turn out for a charity close to our hearts.

We would like to make a big shout out to Martin Thomas and Darren Goodall as without them the event wouldn't have happened. We would also like to thank all our amazing volunteers as they made the day run smoothly.

Thanks Damian this means a lot. Team work makes the dream work. Well done team Whitcombe.

What a response from the WPL team -

Gangs / site Managers / gas engineers are working throughout day and night to rectify the no gas issues on one of our projects in Sandwell and Dudley, a very complex job with major difficulties in laying new gas mains and services to the properties, however i can happily say they are doing a great service and will have the whole job completed as soon as possible especially in this blistering heat.

For the local residents to say great things about all involved is also very satisfying (as per pic below)

Massive thank you to all involved and to everybody who is working on completing this job. 👏🏻

Special mention to our Customer Care officers who work late nights to provide comfort to residents, once again going above and beyond to do a shopping trip for all customers daily who have been affected, also a big mention to WPL gas engineers who have fixed hot water showers whilst works take place...

Absolutely proud and overwhelmed in the response and reaction from the best looked after employees out there! 💪🏻👏🏻

What an amazing day we had at Cotwall End Primary School yesterday. As we are due to start work in the area which will impact the school we offered to provide all the children and teachers with free ice cream which they accepted. As you can see they all loved it. Thanks to Cadent for providing the keyrings we also gave to the kids.

WPL & WRL ARE ALL BEHIND ENGLAND 🏴󠁧󠁢󠁥󠁮󠁧󠁿 A HEAD OF TONIGHTS GAME.. 🦁🦁🦁 LET’S HEAR THE LIONS RAW

Our thoughts are with a local little 9 year old girl called “Darcy”, an amazing and inspiration to her family and friends who is the God daughter of one of our customers on a Cadent Gas main Replacement in Rowley Regis.
A good few months ago she found a lump and it was diagnosed as being cancer in this time she has battled and has gone through all the treatments and sickness that goes with it , all but a few weeks ago she rang the bell and got the all clear.... however a few weeks ago she wasn't feeling well and went to the hospital. After the doctors checked her out it was gut renching news as they said it was terminal and it is so aggressive there is nothing they can do but advise to take her home and create as many much loved memory's as possible💔
As we all know this is horrific for anyone to hear but when it's such a young child it's soul destroying...
A local go fund me page was created and here at WPL we agreed to double the amount raised to make sure DARCY and her family had the financials and backing to enjoy the future ahead.

We are proud to be working in our local area Sandwell and Dudley, and more proud to help our customers where need be. This isnt a company pitch, but more of a help out where you can IF you can.
Money means nothing to a child’s life.
♥️DARCY.
WPL / WRL.

Thanks to all involved
Damo. 💪🏻




https://www.gofundme.com/f/doingitfordarcy?utm_source=facebook

Thats her go fund me

When Our Sponsors Bring The Trophy Home ⚽️ Well Done U12’s 💙
Tournament Champion’s

Everyone At WPL Take A Moment To Remember All Our Armed Forces Without There Support Of Our Forces We Wouldn’t Have A Great Britain 🇬🇧

WPL’S First Football Tournament Coming 3rd Out Of 16 Team!

👏🏼👏🏼👏🏼👏🏼Well Done Lads 👏🏼👏🏼👏🏼👏🏼

We officially signed the contract for LDP status for Trinity / Cadent in our local area Sandwell and Dudley. We WILL strive to deliver an untouchable service to our client and customers that’s the best that can be achieved!
We pride ourselves in a full operations from start to finish -
Up front customer contact and communication to operations and gas main/service replacement, Purge and Relights of gas appliances to our Black top/white top reinstatement services, and especially our after works completed customer care.

This adds to the ever growing contract awards across the industry.
Well done to all involved at WPL / WRL in the award! Dave Figueira