Customer Liaison Manager

The Clancy Group; East Oakley; On-site; GBP 35,000 - 48,000; Full time

Job summary

The Clancy Group in Andover, United Kingdom, is seeking a Customer Liaison Manager to lead customer engagement across our Southern Water contracts, acting as the primary link between operations, customers and communities to keep everyone informed from start to completion.

You will own engagement activities across multiple projects, build positive relationships with residents and authorities, manage inquiries and incidents with professionalism and empathy, and travel for site visits as required

Qualifications

• Experience in customer liaison, stakeholder engagement or community relations role.
• Experience with utilities/infrastructure projects is a plus.
• Confidence in building relationships with diverse stakeholders.

Responsibilities

• Main point of contact for customers, stakeholders and Southern Water.
• Develop and deliver customer communication plans for projects.
• Manage customer enquiries and complaints professionally and timely.
• Build relationships with residents, businesses, authorities and community groups.
• Provide updates on programme changes, delays and milestones.
• Attend site visits and community events when required.
• Identify and deliver Social Value opportunities.
• Monitor customer satisfaction and gather feedback.

Skills

Customer liaison

Stakeholder engagement

Community relations

Strong communication

Organisation

IT skills

Tools

MS Office

Job description

Customer Liaison Manager The Clancy Group•Andover, United Kingdom

Andover

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.

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.

Full-time