Customer Experience Liaison - Water Projects

Network Plus; Exeter; On-site; GBP 28,000 - 33,000; Full time

Benefits offered by this job

Full benefits package

Equal opportunity employer

Armed Forces friendly

Job summary

Network Plus is seeking a customer-focused liaison to support South West Water projects in the UK. You will work with delivery partners to inform and engage customers, coordinating across teams to ensure a safe, reliable utility network.

Ideal candidates have strong communication skills, experience with customer service, and the ability to analyse data and drive improvements in performance. This role emphasizes stakeholder engagement and community outreach within the South West region.

Qualifications

• Experience in a customer-focused role.
• Strong internal and external stakeholder management.
• Good knowledge of the water industry and willingness to learn.
• Enthusiastic, self-motivated and proactive.
• Clear verbal and written communication with stakeholders at all levels.
• Willingness to challenge processes and drive improvements.
• Ability to coach others in your network.
• Ability to analyse data and identify performance improvements.

Responsibilities

• Act as the primary contact for customers regarding water and wastewater projects.
• Resolve customer complaints and service issues promptly.
• Coordinate between customers and operations for repairs and interruptions.
• Build strong relationships with customers, authorities and community reps.
• Provide timely updates on projects, works and disruptions.
• Manage customer communications during water or wastewater emergencies.
• Maintain accurate records of customer interactions and resolutions.
• Gather feedback to improve service delivery and identify trends.
• Escalate unresolved issues to appropriate departments.
• Support public awareness initiatives on water conservation and service enhancements.
• Prepare regular reports on customer interactions and satisfaction.
• Attend public meetings to address concerns and share project details.

Skills

Customer-focused role

Stakeholder management

Water industry knowledge

Communication skills

Change management

Team coaching

Data analysis

Job description

Network Plus is seeking a customer-focused liaison to support South West Water projects in the UK. You will work with delivery partners to inform and engage customers, coordinating across teams to ensure a safe, reliable utility network.

Ideal candidates have strong communication skills, experience with customer service, and the ability to analyse data and drive improvements in performance. This role emphasizes stakeholder engagement and community outreach within the South West region.