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
Company Website:
https://www.barhale.co.uk/
Company Showcase Video:
https://www.youtube.com/watch?v=XFqsoclCUZA
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 our business strategy, ethos and philosophies.
Job security, long-term secured work through various frameworks and large infrastructure schemes
Broad range of civil engineering and 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 to our success
Skills Development and Training
Customer and Stakeholder Lead
The Role
To provide exceptional customer service to all stakeholders, that aligns with Barhale’ s 3 Pillars Sustainability Model of Profit, Safety, and Environment. The post holder will work collaboratively with our clients to develop 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 develop the customer strategy
Contribute to the development and implementation of the customer strategy through analysis of performance
To apply customer management processes by listening to the voice of the customer during the planning and delivery stages of the project
Supporting the Manager in successfully implementing our cliental 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 provide 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 dissect / aggregate / 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 to develop and update 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, 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, accesses, 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 this
Key Measures and Targets
Meet our customer targets of a ratio of 5:1 of positive events to negative
Minimum of 6 site visits a month
Assist with CEMARS accreditation
Assisting in maintaining ISO50001 Energy Standard
Key Relationships
Regional Managers, Operational Managers, Contracts Managers, Site Agents and Project Teams
Client Customer Relation Team
General Public
Schools and Colleges within the area
Regional HSEQ team
Quality and Systems Advisor
Communication team
Key Measures and Targets
Accurate internal and external forecasting
Ability to interrogate and challenge records, reports and cost data
Mitigate commercial risk, identify and realise commercial opportunities
Work to achieve profit in line with business unit expectations
Maintaining deadlines in line with monthly commercial calendars
Produce high-quality commercial documentation
Foster and maintain excellent supply chain, stakeholder and client relationships.
Key Relationships
Commercial Manager
Commercial Team
Project Teams
Clients and contacts
Subcontractors
External stakeholders
About you
Essential
Previous experience working within a Customer/Community focused position
Experience of delivering service improvements
Experienced in research insight and analytics
Strong interpersonal, organisational, communication and time management skills with a strategic and analytical outlook
Strong interpersonal, organisational, communication and time management skills with a strategic and analytical outlook
Ability to show empathy and understanding of customer needs
Ability to confidently present analytical data and insights both visually and verbally
In-depth experience working with all Microsoft packages
Good social media skills with the ability to develop engaging and timely updates on project development across varied Social Media platforms
Desirable
Degree or equivalent in Customer Services/social media and or Marketing
Caring and investing in you
Our values have been embedded at Barhale for over 40 years and they are our guiding principle 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 wellbeing and career aspirations will be supported by;
Competitive salary
Company Pension
Life Assurance
Private Medical
Profit share scheme
25 days annual leave in addition to 8 public bank holidays and loyalty days
8 hours leave of absence for 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
Flexible working arrangements
Annual salary review
Continuous service awards
