Customer Liaison Officer – Clean Water Framework

Cappagh; City Of London; On-site; GBP 28,000 - 35,000; Full time

Job summary

A leading civil engineering company in the UK is seeking a Customer Liaison Officer to support clean water projects. The role involves being the primary contact for customers, managing queries, and ensuring effective communication between project teams and the community. Ideal candidates will have strong customer service skills and experience in community engagement. Opportunities for career progression and ongoing training are provided.

Qualifications

• Experience in a customer-facing or community engagement role.
• Strong communication and interpersonal skills.
• Ability to manage multiple priorities effectively.

Responsibilities

• Act as the primary point of contact for customer queries and feedback.
• Communicate project information and manage disruptions proactively.
• Attend community meetings to represent Cappagh Contractors.

Skills

Customer service skills

Active listening

Problem-solving

Organisational skills

IT literacy (MS Office)

Education

GCSEs in English and Maths

Further education in customer service or community engagement

Job description

Job Description

As a Customer Liaison Officer at Cappagh Contractors, you will play a pivotal role in supporting the successful delivery of our clean water projects. You will serve as the principal communication link between project teams, clients, local communities, and individual customers.

Requirements

Company
Cappagh Contractors
Reports to
Customer Services Manager

Role Overview

As a Customer Liaison Officer at Cappagh Contractors, you will play a pivotal role in supporting the successful delivery of our clean water projects. You will serve as the principal communication link between project teams, clients, local communities, and individual customers, ensuring transparency, understanding, and customer satisfaction throughout all project phases.

Key Responsibilities

• Act as the primary point of contact for customers impacted by clean water network works and projects, managing queries, feedback, and complaints promptly and professionally.
• Proactively communicate project information, including timescales, scope of works, and any potential disruptions, using a variety of channels such as letters, door‑to‑door visits, meetings, and digital communications.
• Liaise closely with project managers, operational site teams, and external stakeholders to coordinate responses and implement solutions that address customer needs.
• Support the distribution and management of customer notifications, surveys, and educational materials relating to water conservation and project impact.
• Attend community meetings and site visits to represent Cappagh Contractors and provide clear, accurate information to members of the public.
• Track and document all customer interactions and feedback, preparing regular reports and insights for internal and client review.
• Assist with the design and delivery of improvement initiatives that enhance the customer experience and reduce complaints.
• Ensure all interactions comply with health, safety, and environmental policies as well as regulations regarding clean water supply.
• Support Cappagh’s reputation for service excellence, positively representing the company at all times.

Experience & Skills

• Previous experience in a customer‑facing, liaison, or community engagement role; experience in the utilities or construction sector is advantageous.
• Excellent interpersonal, communication, and active listening skills.
• Problem‑solving mindset, with an ability to resolve challenging situations diplomatically.
• Strong organisational skills, able to manage multiple priorities effectively.
• IT literate, comfortable using MS Office and customer management systems.
• Understanding of clean water frameworks, water industry regulations, or construction site practices is desirable.

Qualifications

• Minimum GCSEs (or equivalent) in English and Maths.
• Further education or relevant customer service / community engagement qualifications beneficial.

About Cappagh Contractors

Cappagh Contractors is a respected civil engineering company specialising in utilities and water sector projects. We offer opportunities for career progression, ongoing training, and a commitment to quality, safety, and customer service. Working for Cappagh you will be the frontline of our business, embodying our “can do” attitude at every step of the way.

To apply send your CV and cover letter using the form on this page– Reference PWCLO