Customer Liaison Manager

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

We are easy to do business with!
That's why we need people like you; approachable, proactive and passionate about delivering an excellent customer experience.

We have an exciting opportunity for a Customer Liaison Manager to join our team supporting our Southern Water contract. This is a key role, acting as the link between our operational teams, Southern Water, customers and local communities to ensure clear communication throughout the delivery of major infrastructure projects.

You’ll take ownership of customer engagement activities across multiple projects, helping to build positive relationships, minimise disruption and ensure customers remain informed from the start of a project through to completion.

Here are some of the activities you will be involved in...

• Acting as the main point of contact for customers, stakeholders and Southern Water throughout the delivery of planned and reactive works.
• Developing and delivering customer communication plans for major engineering projects.
• Managing complex customer enquiries and complaints, ensuring issues are resolved professionally and in a timely manner.
• Building positive relationships with residents, businesses, local authorities and community groups.
• Working closely with Operational, Project and Client Teams to provide accurate updates on programme changes, delays and project milestones.
• Undertaking regular site visits to engage directly with customers and stakeholders.
• Attending customer drop-in events, community meetings and local authority meetings where required.
• Identifying and delivering Social Value opportunities, including supporting schools, community groups and local initiatives.
• Monitoring customer satisfaction, analysing feedback and identifying opportunities to improve the customer journey.
• Supporting the continuous improvement of customer engagement processes and sharing best practice across the contract.
• Maintaining accurate customer records and producing reports for both Clancy and Southern Water.

We would love to hear from you if...

You'll have previous experience in a customer liaison, stakeholder engagement or community relations role, ideally within utilities, infrastructure, construction or a similar operational environment. Experience working on behalf of a client such as Southern Water, Thames Water or another utility provider would be highly advantageous.

You'll be confident building relationships with a wide range of stakeholders and comfortable managing sensitive or challenging conversations with professionalism and empathy. Strong communication, organisation and IT skills are essential, along with the ability to manage multiple priorities across a number of live projects.

We're looking for someone who enjoys taking ownership, works well independently and is equally comfortable collaborating with operational teams, clients and customers.

A full UK driving licence is essential, as the role involves regular travel, including site visits, customer meetings and community engagement events.

Flexibility to attend occasional evening meetings will also be required.

#CIVSOUTH

Our Company

Every day we work smarter, greener and use our imaginations.

Our purpose at Clancy is simple - we make life better for everyone’s growing families. We play a vital role in providing fresh drinking water and power to millions of homes and businesses and so much more.

We are one of the biggest family owned construction businesses in the UK and we care about our people, our clients and the environment.

In addition to helping you reach your career goals,

• competitive salary, pension, healthcare and holiday allowance starting at 24-26 days per annum
• Clancy Xtras
• our employee benefits programme with discounts for numerous well-known retailers such as Tesco, Sainsbury's, Currys PC World and Vue Cinemas
• cycle to work scheme
• Employee Assistance Programme

Clancy is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all our employees. If you require any reasonable adjustments to be made for you to attend an interview, please do let us know and we will be happy to accommodate.

We are proud signatories of the Armed Forces Covenant and Disability Confident Committed.