Customer Liaison Officer

Durateam-Environmental; Exeter; On-site; GBP 23,000 - 29,000; Full time

Job summary

Durateam-Environmental is seeking a proactive Customer Liaison Officer to be the main contact for residents, businesses and stakeholders affected by water infrastructure works. You will ensure clear information flow and support project teams to keep communities informed.

You will visit sites to provide updates, handle enquiries and complaints, build positive relationships, and maintain accurate records while abiding by health and safety procedures. A full UK driving licence is required.

Qualifications

• Experience as a Customer Liaison Officer or similar role.
• Experience in water/utilities/construction sectors.
• Experience on public-facing infrastructure projects.
• Excellent communication and interpersonal skills.
• Ability to manage multiple tasks and stay organised.
• Full UK driving licence.

Responsibilities

• Act as the main point of contact for customers affected by water industry works.
• Visit residents and businesses to provide information before, during, and after planned works.
• Handle customer enquiries, concerns, and complaints professionally, ensuring timely resolution.
• Build and maintain positive relationships with customers, local authorities, and stakeholders.
• Produce and distribute customer notification letters and project updates.
• Maintain accurate records of customer interactions and project communications.
• Liaise closely with site teams, project managers, and operational staff to provide accurate updates.
• Escalate complex customer issues where required and ensure appropriate follow-up.
• Support the delivery of projects while ensuring excellent customer satisfaction.
• Ensure all work is completed in line with company procedures and health and safety requirements.

Skills

Excellent communication

Interpersonal skills

Organisational skills

Customer-focused approach

Team collaboration

Tools

Microsoft Office

Job description

We are looking for a professional and customer-focused Customer Liaison Officer to join our growing team, supporting a range of water infrastructure projects.

As the key point of contact between our operational teams and customers, you will ensure residents, businesses, and stakeholders are kept informed throughout planned works. You’ll play an essential role in delivering excellent customer service, managing enquiries, and helping projects run smoothly while maintaining positive relationships with the local community.

Key Responsibilities:

• Act as the main point of contact for customers affected by water industry works.
• Visit residents and businesses to provide information before, during, and after planned works.
• Handle customer enquiries, concerns, and complaints professionally, ensuring timely resolution.
• Build and maintain positive relationships with customers, local authorities, and stakeholders.
• Produce and distribute customer notification letters and project updates.
• Maintain accurate records of customer interactions and project communications.
• Liaise closely with site teams, project managers, and operational staff to provide accurate updates.
• Escalate complex customer issues where required and ensure appropriate follow-up.
• Support the delivery of projects while ensuring excellent customer satisfaction.
• Ensure all work is completed in line with company procedures and health and safety requirements.

Requirements:

• Previous experience in a Customer Liaison Officer, Customer Service, Resident Liaison, Community Engagement, or similar role.
• Previous experience within the water, utilities, construction, or civil engineering sectors.
• Experience working on public-facing infrastructure projects
• Excellent communication and interpersonal skills.
• Strong organisational skills with the ability to manage multiple tasks.
• Confident using Microsoft Office and maintaining accurate records.
• Ability to work independently and as part of a team.
• Professional, empathetic, and customer-focused approach.
• Full UK driving licence.