Customer Liaison Officer

Pathfinder International; Peacehaven; On-site; GBP 25,000 - 35,000; Full time

Benefits offered by this job

Full benefits package

Job summary

Network Plus is seeking a customer-focused team member to support water and wastewater projects across the South West. You will be the main contact for customers, coordinate with operations, and manage communications and updates throughout the project lifecycle.

The role emphasizes resolving issues efficiently, engaging with authorities and communities, and contributing to a positive customer experience in a utilities environment.

Qualifications

• Experience in a customer-focused role within utility or similar sectors.
• Ability to engage with internal and external stakeholders at all levels.
• Knowledge of water and wastewater services is advantageous.

Responsibilities

• Act as the primary point of contact for customers regarding water projects.
• Resolve complaints and inquiries promptly to maintain service quality.
• Coordinate between customers and operations to schedule repairs and interruptions.
• Engage with local authorities and community representatives as needed.
• Provide timely project updates and manage customer communications during emergencies.
• Maintain accurate records of interactions and feedback for service improvement.

Skills

Customer focus

Stakeholder management

Water industry knowledge

Verbal & written communication

Change willingness

Data analysis

Job description

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 - (url removed).

About Network Plus Network Plus is an award-winning business delivering essential utility and infrastructure services for the UK's major providers of gas, power, telecoms, transport, water, and wastewater.

We value the variety of experience, perspective, and other points of difference our workforce, clients, and supply chain offer.

We are actively working with colleagues across the Network Plus Group to develop an inclusive environment - we want all our employees to feel valued and included to enable everyone to thrive at work and understand the value of their contribution matters no matter their background, identity, or circumstances.

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