Community Liaison Officer

Abatec Recruitment; Bristol; On-site; GBP 35,000 - 40,000; Full time

Job summary

St David Recruitment is recruiting a Community Liaison Officer to support water and wastewater projects across the region, serving as the voice of the community and coordinating engagement activities. You will build and maintain relationships with residents, businesses, landowners and stakeholders, ensuring timely communications and addressing concerns.

Reporting to the Community Relations Manager, you will work with project teams to minimise disruption, handle enquiries and maintain public

Qualifications

• Previous experience in a customer-facing, community liaison, stakeholder engagement or communications role.
• Excellent communication and interpersonal skills, with the ability to engage with a wide range of audiences.
• Experience managing customer complaints, resolving conflict and handling sensitive situations professionally.
• Ability to explain technical information in clear, straightforward language.
• Strong organisational, administrative and time-management skills.
• Confident using Microsoft Office, CRM systems and digital communication platforms.
• Ability to work independently and as part of a wider team.
• Professional, approachable and resilient, with a proactive, solutions-focused attitude.
• Full UK driving licence and willingness to travel across the region.
• Flexibility to attend occasional evening or weekend events.

Responsibilities

• Act as the main point of contact for residents, businesses, landowners and community groups affected by company activities.
• Build positive relationships with local communities, elected representatives, local authorities, contractors and key stakeholders.
• Proactively engage with communities ahead of planned works and operational activities, undertaking face-to-face visits where required.
• Represent the company at public meetings, exhibitions, stakeholder forums and community events.
• Promote a positive company reputation through professional and approachable engagement.
• Manage customer enquiries, complaints and requests for information, ensuring timely investigation and resolution.
• Liaise with operational and project teams to resolve issues and provide clear explanations of works, disruptions and potential impacts.
• Take ownership of sensitive or complex issues, escalating where necessary.
• Identify recurring concerns and share feedback to support service improvements.
• Maintain accurate records of all enquiries and community engagement activity.
• Support the delivery of communication and engagement plans for infrastructure projects and operational works.
• Coordinate customer notifications, letters, newsletters, project updates and other communications.
• Ensure information is accurate, accessible and distributed in a timely manner.
• Work with operational teams and contractors to minimise disruption and improve the customer experience.
• Monitor local and social media channels, identifying emerging concerns and potential reputational risks.
• Record stakeholder engagement, complaints and resolutions, preparing regular reports and project updates.
• Ensure all activities comply with company policies, health and safety, safeguarding and GDPR requirements.

Skills

Customer facing

Stakeholder engagement

Communications

Microsoft Office

CRM systems

Digital communications platforms

Driving licence

Tools

CRM systems

Microsoft Office

Job description

Location: Bristol

Salary: 35-40k dependent on experience

Permanent: Full-time - Monday to Friday 8am till 5pm

Reporting to: Community Relations Manager / Stakeholder Engagement Manager

The Opportunity

St David Recruitment is working on behalf of our client, a leading organisation within the Civil Engineering sector, to recruit an experienced Community Liaison Officer to support the delivery of water and wastewater projects and operational activities across the region. This is an exciting opportunity to join the Customer and Communications team, where you will play a key role in building and maintaining positive relationships between the organisation and the communities it serves. Acting as the voice of the community, you will engage with residents, businesses, landowners and other stakeholders, ensuring they are kept informed, involved and supported throughout ongoing projects and operational activities. Working closely with operational teams, project managers, contractors and external stakeholders, you will act as a visible and approachable point of contact, listening to local concerns, responding to enquiries and ensuring community feedback and priorities are understood and addressed. You will also help coordinate engagement activities and deliver clear, timely and accessible communications, playing an important role in minimising disruption, strengthening community relationships and maintaining public confidence in the organisation.

The Role - Key Responsibilities

Community Engagement & Stakeholder Relations

• Act as the main point of contact for residents, businesses, landowners and community groups affected by company activities.
• Build positive relationships with local communities, elected representatives, local authorities, contractors and key stakeholders.
• Proactively engage with communities ahead of planned works and operational activities, undertaking face-to-face visits where required.
• Represent the company at public meetings, exhibitions, stakeholder forums and community events.
• Promote a positive company reputation through professional and approachable engagement.

Customer Enquiries & Complaints

• Manage customer enquiries, complaints and requests for information, ensuring timely investigation and resolution.
• Liaise with operational and project teams to resolve issues and provide clear explanations of works, disruptions and potential impacts.
• Take ownership of sensitive or complex issues, escalating where necessary.
• Identify recurring concerns and share feedback to support service improvements.
• Maintain accurate records of all enquiries and community engagement activity.

Project Communications & Engagement

• Support the delivery of communication and engagement plans for infrastructure projects and operational works.
• Coordinate customer notifications, letters, newsletters, project updates and other communications.
• Ensure information is accurate, accessible and distributed in a timely manner.
• Work with operational teams and contractors to minimise disruption and improve the customer experience.
• Monitor local and social media channels, identifying emerging concerns and potential reputational risks.

Reporting & Administration

Support community events, public consultations and local initiatives.

Record stakeholder engagement, complaints and resolutions, preparing regular reports and project updates.

Ensure all activities comply with company policies, health and safety, safeguarding and GDPR requirements.

Who We're Looking For

We are seeking a proactive, organised and confident individual with a passion for customer service, community engagement and building positive relationships.

Essential Skills & Experience

• Previous experience in a customer-facing, community liaison, stakeholder engagement or communications role.
• Excellent communication and interpersonal skills, with the ability to engage with a wide range of audiences.
• Experience managing customer complaints, resolving conflict and handling sensitive situations professionally.
• Ability to explain technical information in clear, straightforward language.
• Strong organisational, administrative and time-management skills.
• Confident using Microsoft Office, CRM systems and digital communication platforms.
• Ability to work independently and as part of a wider team.
• Professional, approachable and resilient, with a proactive, solutions-focused attitude.
• Full UK driving licence and willingness to travel across the region.
• Flexibility to attend occasional evening or weekend events.

Desirable Experience

• Background in water, utilities, construction or infrastructure.
• Understanding of water and wastewater operations or capital investment projects.
• Experience in public relations, marketing, social media or corporate communications.
• Experience organising community events, public consultations or stakeholder engagement activities.
• Knowledge of local authorities and community organisations.

Personal Attributes

The successful candidate will be approachable, empathetic and customer-focused, with the confidence to manage competing priorities, handle challenging situations and build effective relationships. They will demonstrate professionalism, integrity, initiative and a positive, solutions-driven approach.