Customer Liaison Lead

Allscreens Nationwide Ltd; Brighton; On-site; AUD 76,000 - 99,000; Full time

Benefits offered by this job

Contributory pension scheme

Online GP service

Employee assistance programme

My Rewards portal

Life assurance

Cycle to work

Health Care Cash Plan

25 days annual leave

Job summary

M Group is seeking a Customer Liaison Lead to guide the water and wastewater capital delivery team. You will lead a team of Customer Liaison Officers, drive stakeholder engagement across projects, and ensure compliance with contractual and statutory requirements.

You will build strong relationships with customers and external parties, oversee communication plans, monitor risks, and support project teams with customer-related guidance.

Qualifications

• Build trusted relationships with internal and external stakeholders.
• Understand C-MeX, D-MeX and performance impacts.
• Manage time, priorities and deadlines effectively.
• Communicate clearly in writing and verbally.
• Negotiate and manage stakeholder expectations.
• Demonstrate strong leadership and people management.
• Work collaboratively and support others.
• Stay self-motivated, customer-focused and delivery-driven.
• Work effectively under pressure.

Responsibilities

• Lead and develop a team of Customer Liaison Officers to deliver effective customer and stakeholder engagement across projects.
• Oversee customer impact assessments, communication plans, stakeholder strategies, reporting and KPI performance.
• Establish clear communication with customers, stakeholders, project teams and external parties.
• Ensure contractual, legal and statutory requirements are met.
• Monitor engagement outcomes, risks, issues, complaints and escalations.
• Provide guidance to project and site teams on customer-related matters.
• Drive continuous improvement, share best practice, and deliver inductions and customer training.
• Support team performance through regular one-to-ones, development reviews and effective people management.

Skills

Stakeholder engagement

Leadership

Communication

Project coordination

Risk management

Customer focus

Delivery mindset

Negotiation

Team development

Job description

Right across infrastructure, there’s a requirement to not only maintain, but also renew and reimagine. Whatever stage you’re at in your career, with us you’ll have an opportunity to grow and develop. Delivering essential infrastructure services for life, while being safety first and client and customer centric in a friendly, fun and respectful environment where you are encouraged to thrive.

Where will you be working?

We help our clients safeguard the water supply, improve environmental performance and manage demand for future generations. We enhance and extend asset life, ensuring compliance with water quality and environmental standards. We’re problem solvers with over 140 years of combined experience in engineering and infrastructure.

This role will be within our water and wastewater capital project delivery team. Our teams deliver large-scale capital programmes aimed at keeping water infrastructure resilient for the long-term while protecting the environment.

Want to be a part of it?

What will you be doing?

• - Lead and develop a team of Customer Liaison Officers to deliver effective customer and stakeholder engagement across projects.
• - Oversee customer impact assessments, communication plans, stakeholder strategies, reporting and KPI performance.
• - Establish clear communication with customers, stakeholders, project teams and external parties.
• - Ensure contractual, legal and statutory requirements are met.
• - Monitor engagement outcomes, risks, issues, complaints and escalations.
• - Provide guidance to project and site teams on customer-related matters.
• - Drive continuous improvement, share best practice, and deliver inductions and customer training.
• - Support team performance through regular one-to-ones, development reviews and effective people management.

What you’ll bring

• - Build trusted relationships with internal and external stakeholders.
• - Understand C-MeX, D-MeX and performance impacts.
• - Manage time, priorities and deadlines effectively.
• - Communicate clearly in writing and verbally.
• - Negotiate and manage stakeholder expectations.
• - Demonstrate strong leadership and people management.
• - Work collaboratively and support others.
• - Stay self-motivated, customer-focused and delivery-driven.
• - Work effectively under pressure.

What’s in it for you?

We offer a range of benefits designed to support your life in and out of work, some of which include;

• - Contributory pension scheme
• - Online GP service, 24 hours a day, 365 days a year
• - Employee assistance programme
• - My Rewards portal, access to 1000’s of retail discounts
• - Life assurance
• - Cycle to work, salary finance and give as you earn schemes
• - Enhanced maternity, paternity leave and adoption leave
• - Reward and recognition scheme
• - Recommend a friend – get rewarded for introducing people to us!

In addition, this role offers;

• - Company car and fuel card with a range of EV and hybrid vehicles to choose from
• - My Car Choice our salary sacrifice EV/ Hybrid car scheme
• - Health Care Cash Plan, giving you the ability to claim back medical expenses for things like dental, eyecare and physiotherapy and much more!
• - 25 days annual leave plus bank holidays
• - Discretionary bonus scheme

About us

We want to be an employer of choice and a great place to work, attracting diverse and talented people, who join us and make a difference. We’re one of the Top 100 UK companies actively supporting and recruiting veterans. Our ENABLE inclusion networks bring together people who have a shared passion, to help create an environment where everyone belongs.

Our values help to shape our culture and how we work with one another. We recruit with these values in mind, to ensure your aspirations, and ways of working, align with ours.

• - We’re responsible and go further for our people, clients, communities and the planet
• - We’re open and seek new and better ways of exceeding expectations
• - We’re together and as one team; the whole is greater than the sum of the parts
• - We’re ambitious and embrace opportunity, to lead essential infrastructure services for life

Whether you’re a trainee, apprentice or graduate, or progressing through your career, our people benefit from industry recognised programmes, training and development.

It’s an exceptional time to be a part of M Group.

Please note: Occasionally, job adverts might be closed before the stated closing date.

For certain roles, successful candidates will be subject to 3rd party background checks as part of the hiring process. Some roles require drug and alcohol testing as part of induction and onboarding.