Customer Liaison Officer

CIH International Housing Group; Hitchin; On-site; GBP 25,000 - 35,000; Full time

Job summary

Costain is seeking a Customer Liaison Officer to engage with customers face-to-face in community settings, explaining upcoming utilities work, collecting data, and gathering feedback for continuous improvement. The role collaborates with operational engineering teams and site managers to support customer communications and satisfaction.

The successful candidate will have strong English communication skills, experience in customer-facing roles, and the ability to work in a fast-paced environment.

Qualifications

• GCSEs in English and Maths are essential.
• A valid UK driving licence is required.
• Strong IT literacy and proficiency with MS Office.
• Experience in a customer-facing service role is essential.

Responsibilities

• Act as ambassador for the client in front of customers and the public.
• Present a professional, personable and reassuring face to the business.
• Communicate with customers to inform, advise and educate about the work and impacts.
• Support operational teams in customer communications.
• Promote customer service excellence in public and depot environments.
• Interact with customers on-site and with site managers.

Skills

Customer service

Face-to-face communication

Organised

IT literacy (Word, Excel, Outlook)

Time management

Excellent written and spoken English

Education

GSCE English

GSCE Maths

UK Driving Licence

A-level or degree in English (Desirable)

Tools

Microsoft Office

Job description

Job Description

The Customer Liaison Officer will work directly in the community alongside our Operational teams interacting with our external customers face to face. Working alongside our Operational engineering teams, providing our customers with specific information regarding the utilities work taking place, capturing vital personal data and obtaining feedback following the completion of the work. To deliver face to face Customer feedback to our Operational Teams, giving coaching on how to improve their Customer Scores and comments.

#LI-AW1

Responsibilities

Key Responsibilities

• To act as an ambassador for the client in front of customers and members of the public, as well as other stakeholders including business owners, retail outlets and others who may be impacted by our work
• Present a professional, personable and reassuring face to the business
• Communicate directly with customers to inform, advise and educate, and ensure that people are aware of the work we do, how it might affect them and, where necessary, to take responsibility for supporting them
• Support the operational teams in their communications with customers and others
• Act as an exemplar of customer service excellence both in the public domain and when working in the offices and depots
• Communicate directly with our customers on the doorstep while working collaboratively with the operational teams and Site managers
• Be a leading advocate in the effort to maximise customer satisfaction and minimise customer complaints

Knowledge Skills, and Experience

Essential

• Ability to adjust to a change in focus to accommodate Operational needs and the ability to work in a fast-paced environment and have a strong mind set
• Experience in a customer face to face service role
• Conscientious with the tenacity and resolve to see things through
• Organised and punctual
• Articulate and good at explaining things
• Thorough, with good record keeping.
• IT literate, including Microsoft Office - Intermediate Word, Excel, Outlook and internet/intranet capabilities
• Strong oral and written communication skills

Desirable

• Knowledge / experience of working in the utilities industry is desirable

Qualifications

Essential

• GSCEs in subjects such as English and Maths
• UK Driving licence

Desirable

• A-level or degree in English

About Us

Costain helps to improve people's lives with integrated, leading edge, smart infrastructure solutions across the UK's energy, water, transportation and defence markets. We help our clients improve their business performance by increasing capacity, improving customer service, safeguarding security, enhancing resilience, decarbonising and delivering increased efficiency. Our vision is to be the UK's leading smart infrastructure solutions company. We will achieve this by focusing on blue chip clients whose major spending plans are underpinned by strategic national needs, regulatory commitments, legislation or essential performance requirements. We offer our clients leading edge solutions that are digitally optimised through the following five services which cover the whole lifecycle of their assets: future-shaping strategic consultancy; consultancy and advisory; digital technology solutions; asset optimisation and complex programme delivery. Our culture and values underpin everything we do.

Costain appreciate the time and effort taken when applying for one of our positions but, due to the high volume of responses, we are unable to provide individual feedback on candidates at application phase.

We do share individual feedback following an interview.

A Disability Confident employer will generally offer an interview to any applicant that disclose they have a disability and meets the minimum criteria for the job as defined by the employer.

It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people.

For more details please go to the Disability Confident website:

https://www.gov.uk/government/collections/disability-confident-campaign