Customer Liaison Officer

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

Department: South West Water

Location: Peninsula House (South West Water HQ)

Compensation: £28,000 - £33,000 / year

Description

As part of the Customer team working with our Water & Waste replacement delivery partners to inform, communicate and liaise with customers along their journey with us in providing a safe and reliable, utility network across the South West.

Working to create an exceptional customer experience whilst we replace the gas pipes in the road and to their property.

Key Responsibilities

• Customer Communication – Act as the primary point of contact for customers regarding water and wastewater services projects across the South West.
• Issue Resolution – Address and resolve customer complaints, inquiries, and service issues promptly within internal customer and stakeholder for the project.
• Service Coordination – Coordinate between customers and operational teams to schedule repairs, maintenance, and service interruptions.
• Stakeholder Engagement – Build and maintain strong relationships with customers, local authorities, and community representatives.
• Project Updates – Provide clear, timely updates to customers about ongoing projects, planned works, or disruptions.
• Emergency Response – Manage customer communications during water supply or wastewater emergencies, ensuring timely updates and resolutions.
• Information Management – Maintain accurate records of customer interactions, inquiries, and resolutions.
• Feedback Collection – Gather customer feedback to improve service delivery and identify trends or recurring issues.
• Complaint Escalation – Escalate complex or unresolved issues to the appropriate departments or management teams.
• Awareness Campaigns – Support public awareness initiatives related to water conservation, wastewater management, and service enhancements.
• Report Generation – Prepare and submit regular reports on customer interactions, complaints, and satisfaction levels.
• Community Engagement – Attend public meetings or community events to address concerns and share project details.

Skills, Knowledge & Expertise

• Previous experience in a similar, customer focused role
• Effective internal and external stakeholder management.
• Comprehensive knowledge of the water industry & willingness to learn
• Enthusiastic and self-motivated
• Effective verbal and written communication skills with the ability to engage with stakeholders at any level
• Willingness to challenge processes and implement change where necessary
• Ability to coach those working within your team and wider network
• Ability to analyse data and understand how to make improvements which will have a positive impact on performance

Job Benefits

We offer a competitive salary based on experience along with a full benefits package.

Network Plus is proud to be an Equal Opportunity Employer. We celebrate diversity and do not discriminate based on race, religion, colour, nationality, sex, sexual orientation, age, veteran status, disability status, or any other applicable characteristics protected by law.

We are Armed Forces-friendly. We welcome applications from ex-Armed Forces personnel, reservists, armed forces veterans, cadet instructors and military spouses/partners.

We understand that privacy and the security of your personal information is extremely important. By applying for this role, you agree to the terms of our privacy policy which you can find here - https://networkplus.co.uk/privacy-and-cookie-policy.