Community Engagement & Customer Liaison Lead

The Clancy Group; Andover; Hybrid; GBP 32,000 - 44,000; Full time

Benefits offered by this job

Competitive salary

Pension

Healthcare

Holiday allowance 24-26 days

Clancy Xtras

Employee discounts

Cycle to work scheme

Employee Assistance Programme

Job summary

The Clancy Group is seeking a Customer Liaison Manager to support the Southern Water contract. You will act as the link between our operational teams, Southern Water, customers and communities to ensure clear communication across major infrastructure projects.

You will own customer engagement, build relationships, minimise disruption and keep customers informed from start to finish. This role requires regular site visits, travel across the region and the ability to manage sensitive conversations

Qualifications

• Previous experience in a customer liaison, stakeholder engagement or community relations role.
• Strong communication, organisation and IT skills are essential.
• Ability to manage multiple priorities across live projects.
• Full UK driving licence is essential for regular travel and site visits.
• Flexibility to attend occasional evening meetings.

Responsibilities

• Act as the main point of contact for customers, stakeholders and Southern Water during planned and reactive works.
• Develop and deliver customer communication plans for major projects.
• Manage complex customer enquiries and complaints professionally and promptly.
• Build positive relationships with residents, businesses, local authorities and community groups.
• Provide accurate updates on programme changes, delays and milestones to internal teams and clients.
• Undertake regular site visits to engage with customers and stakeholders.
• Attend customer drop-in events, community meetings, and local authority meetings as required.
• Identify and deliver social value opportunities with schools and community groups.
• Monitor customer satisfaction and analyze feedback to improve the journey.
• Maintain accurate customer records and produce reports for Clancy and Southern Water.

Skills

Customer liaison

Stakeholder engagement

Communication

Organization

IT skills

Driving licence

Job description

The Clancy Group is seeking a Customer Liaison Manager to support the Southern Water contract. You will act as the link between our operational teams, Southern Water, customers and communities to ensure clear communication across major infrastructure projects.

You will own customer engagement, build relationships, minimise disruption and keep customers informed from start to finish. This role requires regular site visits, travel across the region and the ability to manage sensitive conversations