Customer Liaison Officer

Ipsum Utilities Limited; Norwich; On-site; GBP 40,000 - 60,000; Full time

Job summary

A utilities service provider in the UK is seeking a Customer Liaison Officer to manage customer service inquiries and the end-to-end customer carding process for planned outages. The role requires excellent organizational and communication skills, focusing on data accuracy and customer interactions. Candidates should have experience in utility contracting or local authority roles, along with strong time management abilities. The position offers a dynamic work environment with a commitment to diversity and inclusion.

Benefits

24 annual leave plus bank holidays

Group Personal Pension Plan

Career development & progression

24/7 access to a virtual GP

Cycle to Work scheme

Discount club

Life assurance cover

Enhanced Maternity Pay

Long service recognition

Qualifications

• Experience in Utility Contracting or Local Authority is preferable.
• Ability to manage customer data accurately and effectively.
• Proven experience in a commercial, multi-divisional organization.

Responsibilities

• Manage customer service inquiries and carding process.
• Ensure accuracy of customer data for shutdown requests.
• Liaise with clients and resolve customer issues effectively.

Skills

Good Organisation

Planning Skills

Time Management

Strong Initiative

Communication Skills

Education

English and Maths or equivalent

Full UK Driving Licence

Tools

MS Office Suite

Job description

What’s in it for you…

• 24 annual leave plus bank holidays with the option to buy more
• Group Personal Pension Plan
• Career development & progression with the opportunity to earn professional qualifications
• 24/7 access to a virtual GP and Mental health support & counselling services
• Cycle to Work scheme
• Discount club - supermarkets, phone bills, gyms & more!
• Life assurance cover
• Enhanced Maternity Pay
• Long service recognition
• Active local social committees
• Regular social events
• Paid volunteering opportunities in your community

About the role…

We have an exciting opportunity to join the team in Barnham, Thetford as a Customer Liaison Officer. You will be a focal point for all customer service enquiries on the DNP&P contract and responsible for managing the end-to-end customer carding process for planned outages. Supporting the Project Managers and UKPN scrap management administration by creating relevant reports.

As a Customer Liaison Officer you will be…

• General administration and office duties / produce customer planned outage letters and reminder letters.
• Required to monitor and manage submissions received via a shared inbox, verify the accuracy and completeness of these submissions, and process carding lists using external systems and mapping tools (such as NetMaps and EPN platforms).
• Ensuring all customer address data is accurate, validated, and submitted to the client for shutdown requests within agreed KPI timeframes.
• Track the progress of carding activity, elevate any delays or data issues, and maintain high standards of accuracy and compliance throughout the process.
• Communicate confidently and effectively, dealing with telephone and email enquiries, liaising with members of the public, customers, and clients to resolve any issues.
• BMoCS (Broad Measure Of Customer Service) as per the OFGEM requirements.
• Responsible for customer compensation and reporting.
• Creating the scrap report and liaising with the client for scrap audit and payments.
• Attend client performance meetings.

About you…

• Experience of operating in a commercial, multi-divisional organization and previous experience dealing with clients and supply chain.
• Good Organisation, Planning Skills, Time Management and Prioritisation.
• Ability to work efficiently alone and as part of a team with a meticulous approach to ensuring accuracy of data.
• A strong sense of initiative and the ability to build excellent working relationships.
• A positive and proactive mindset, willing to learn and progress with a warm, charming, and confident manner.
• Remain calm under pressure and can communicate with internal and external parties.
• Highly organized with excellent numeracy skills and experienced in multitasking and prioritising own workload.
• Good organisational, presentation and punctuality skills with a good understanding of MS office suite.

Qualifications

• Previous experience in Utility Contracting or Local Authority (preferable).
• English and Maths or equivalent.
• Full UK Driving Licence.

Our commitment to Equal Opportunities…

We’re proud to be an equal opportunities employer. We welcome applications from all backgrounds and experiences, and we’re committed to building a diverse and inclusive workforce. Before applying, please review our Privacy Policy to understand how we process your data in line with GDPR.

Next steps…

If you’re interested in this opportunity please apply or reach out to the Talent Team today!