Community Liaison & Customer Experience Lead

Cappaghbrowne; United Kingdom; Remote; GBP 26,000 - 38,000; Full time

Benefits offered by this job

Medicash

Employee Assistance Program

volunteering days

discounted gym membership

high street discounts

continuous development opportunities

Job summary

Cappagh Browne Utilities Ltd is seeking a proactive Customer Representative & Liaison Officer to act as the main link between our teams, clients, and customers. You will manage enquiries, share information, and maintain records throughout project lifecycles.

The role covers field-based work in the West region (Hampshire/Sussex) with 45 hours per week. A full UK driving licence and strong communication skills are essential for delivering a safe, customer-centric service.

Qualifications

• Experience in a customer service, customer relations, complaints handling, resident liaison, or community engagement role.
• Excellent communication and interpersonal skills, with the ability to explain technical information clearly.
• Strong problem-solving abilities and confidence handling sensitive or challenging customer conversations.
• Experience using CRM or case management systems and maintaining accurate records.
• Good organisational skills, with the ability to manage multiple tasks and work independently.
• A professional, empathetic, and customer-focused approach.
• Strong IT skills, including experience with email, databases, and customer management systems.
• A full valid UK driving licence.

Responsibilities

• Act as the key link between operational teams, clients, and customers to ensure clear communication and positive experiences.
• Engage directly with residents and businesses affected by civils and utility projects, providing timely information about upcoming works.
• Manage customer enquiries and complaints, obtain consents where required, and keep customers informed throughout their journey.
• Build strong relationships within local communities and attend stakeholder and community meetings.
• Work closely with operational teams to share accurate information and maintain detailed records of interactions.
• Support site audits and customer communications to help deliver a safe, compliant and customer-centric service.

Skills

Customer service

CRM experience

Communication skills

Problem solving

Organisational skills

IT skills

Driving licence

Tools

CRM software

Job description

Cappagh Browne Utilities Ltd is seeking a proactive Customer Representative & Liaison Officer to act as the main link between our teams, clients, and customers. You will manage enquiries, share information, and maintain records throughout project lifecycles.

The role covers field-based work in the West region (Hampshire/Sussex) with 45 hours per week. A full UK driving licence and strong communication skills are essential for delivering a safe, customer-centric service.