Community & Stakeholder Liaison Officer

United Infrastructure Ltd; Wakefield; On-site; GBP 28,000 - 38,000; Full time

Job summary

United Infrastructure Ltd is seeking a proactive Customer & Community Liaison Officer (CCLO) to act as the key interface between project delivery teams, customers and local communities on behalf of Yorkshire Water. You will help inform, engage and support stakeholders throughout project lifecycles while minimising disruption and protecting Yorkshire Water's reputation for excellent customer service.

Working with a construction delivery partner, you will plan and deliver clear communications,

Qualifications

• Experience in a customer-facing or community engagement role (ideally in construction, utilities or infrastructure).
• Strong communication and interpersonal skills, with the ability to engage a wide range of stakeholders.
• Experience handling customer complaints and resolving issues effectively.
• Excellent organisational skills and attention to detail.
• Ability to work independently and manage multiple priorities.

Responsibilities

• Act as the primary point of contact for customers, residents, businesses and stakeholders affected by construction activities.
• Develop and deliver clear communication plans for works, including notifications, updates and issue resolution.
• Build and maintain strong relationships with local communities, local authorities and interest groups.
• Coordinate and deliver public engagement activities such as drop-in sessions, site visits and community briefings.
• Prepare and distribute customer communications (letters, emails, social media updates where applicable).
• Liaise with internal teams and subcontractors to ensure accurate and timely information is shared.
• Manage customer enquiries, feedback and complaints in a professional and empathetic manner.
• Investigate and resolve issues quickly, escalating where necessary.
• Monitor customer satisfaction and identify opportunities for service improvement.
• Work closely with site managers and delivery teams to understand programme risks and impacts.
• Provide insight on local sensitivities and stakeholder concerns to support project planning.
• Ensure compliance with Yorkshire Water standards, regulatory expectations and best practice in customer care.
• Maintain accurate records of communications, complaints and stakeholder interactions.
• Produce regular reports on customer feedback, KPIs and engagement outcomes.
• Support audits and continuous improvement initiatives.

Skills

Customer-facing experience

Communication

Interpersonal skills

Organisational skills

Travel willingness

Job description

United Infrastructure Ltd is seeking a proactive Customer & Community Liaison Officer (CCLO) to act as the key interface between project delivery teams, customers and local communities on behalf of Yorkshire Water. You will help inform, engage and support stakeholders throughout project lifecycles while minimising disruption and protecting Yorkshire Water's reputation for excellent customer service.

Working with a construction delivery partner, you will plan and deliver clear communications,