Customer Liaison Officer

Go Traffic Management Limited; Topsham; On-site; GBP 28,000 - 33,000; Full time

Benefits offered by this job

Equal opportunity employer

Armed Forces-friendly

Job summary

Network Plus is recruiting a Customer Liaison Officer to support the South West Water projects from Peninsula House. You will act as the primary contact for customers, coordinate with operational teams, and manage communications during replacements of water and wastewater services.

The role emphasizes effective stakeholder management, data-informed improvements, and delivering a high-quality customer experience across the South West region.

Qualifications

• 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.

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

Customer service experience

Stakeholder management

Water industry knowledge

Self-motivation

Communication skills

Process improvement

Team coaching

Data analysis

Job description

Customer Liaison Officer

Department: South West Water

Employment Type: Full Time

Location: Peninsula House (South West Water HQ)

Reporting To: Jacob Armstrong

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.