Customer & Third-Party Liaison Officer

United Infrastructure Group; Wakefield; On-site; GBP 30,000 - 42,000; Full time

Job summary

United Infrastructure is seeking a proactive Customer & Community Liaison Officer (CCLO) to bridge project teams, customers and local communities on Yorkshire Water projects.

You will engage residents, businesses and authorities, delivering clear communications and supporting issue resolution with empathy and professionalism.

Qualifications

• Essential experience in a customer-facing or community engagement role.
• Strong communication and interpersonal skills for diverse stakeholders.
• Experience handling customer enquiries and resolving issues effectively.
• Excellent organisational skills and attention to detail.
• Ability to work independently and manage multiple priorities.
• Desirable experience in water, utilities or civil engineering sectors.

Responsibilities

• Act as the primary contact for customers, residents, businesses, and stakeholders affected by construction activities.
• Develop and deliver clear communication plans for works, including notifications, updates, and issue resolution.
• Build and maintain strong relationships with local communities, local authorities, and interest groups.
• Coordinate and deliver public engagement activities such as drop-in sessions, site visits, and community briefings.
• Prepare and distribute customer communications (letters, emails, social media updates).
• Liaise with internal teams and subcontractors to share accurate information in a timely way.
• Manage customer enquiries, feedback and complaints in a professional manner.
• Investigate and resolve issues quickly, escalating where necessary.
• Monitor customer satisfaction and identify opportunities for service improvement.
• Work with site managers to understand programme risks and impacts and support planning.
• Ensure compliance with Yorkshire Water standards and regulatory expectations.

Skills

Customer engagement

Communication

Stakeholder management

Organisation

Travel flexibility

Job description

United Infrastructure is a dynamic and rapidly expanding business, focused on delivering critical infrastructure projects, across the utility and social infrastructure sectors. Our team of highly skilled and hardworking specialists deliver innovative solutions to the complex challenges our clients face. Our company is split into two business areas: Utility Infrastructure – Our team of Utility Infrastructure specialists design, build and maintain critical water, energy (gas), power and telecoms infrastructure, for the UK’s largest network owners and operators. Social Infrastructure - Our team of Social Infrastructure specialists revitalise homes and communities by carrying out a wide range of work, from retrofit to refurbishment, and maintenance.

Equal Opportunities Statement - At United Infrastructure, we are committed to making every interaction a positive and inclusive experience. If there is anything we can do to support you, remove barriers, or make the process more accessible, please let us know — we want this to be the best possible experience for you.

Role Overview

We are seeking a proactive and personable Customer & Community Liaison Officer (CCLO) to act as the key interface between project delivery teams, customers, and local communities on behalf of Yorkshire Water. Working alongside a construction delivery partner, you will ensure that all stakeholders are informed, engaged, and supported throughout project lifecycles—minimising disruption and maintaining Yorkshire Water’s reputation for excellent customer service.

Key Responsibilities

• Customer & Community Engagement
  • Act as the primary point of contact for customers, residents, businesses, and stakeholders affected by construction activities
  • Develop and deliver clear communication plans for works, including notifications, updates, and issue resolution
  • Build and maintain strong relationships with local communities, local authorities, and interest groups
• Communications & Stakeholder Management
  • Coordinate and deliver public engagement activities such as drop-in sessions, site visits, and community briefings
  • Prepare and distribute customer communications (letters, emails, social media updates where applicable)
  • Liaise with internal teams and subcontractors to ensure accurate and timely information is shared
• Customer Experience & Issue Resolution
  • Manage customer enquiries, feedback, and complaints in a professional and empathetic manner
  • Investigate and resolve issues quickly, escalating where necessary
  • Monitor customer satisfaction and identify opportunities for service improvement
• Project Support
  • Work closely with site managers and delivery teams to understand programme risks and impacts
  • Provide insight on local sensitivities and stakeholder concerns to support project planning
  • Ensure compliance with Yorkshire Water standards, regulatory expectations, and best practice in customer care
• Reporting & Documentation
  • Maintain accurate records of communications, complaints, and stakeholder interactions
  • Produce regular reports on customer feedback, KPIs, and engagement outcomes
  • Support audits and continuous improvement initiatives

Skills & Experience

• Essential Experience in a customer-facing or community engagement role (ideally in construction, utilities, or infrastructure)
• Strong communication and interpersonal skills, with the ability to engage a wide range of stakeholders
• Experience handling customer complaints and resolving issues effectively
• Excellent organisational skills and attention to detail
• Ability to work independently and manage multiple priorities
• Desirable Experience working within water, utilities, or civil engineering sectors
• Knowledge of Yorkshire region and local stakeholder landscape
• Understanding of regulatory and customer service frameworks (e.g., Ofwat expectations)

Personal Attributes

• Empathetic, approachable, and customer-focused
• Confident communicator with strong influencing skills
• Resilient and calm under pressure
• Proactive and solution-oriented
• Flexible, with a willingness to travel to sites across Yorkshire

Join us at United Infrastructure and be part of our mission to deliver innovative and sustainable solutions to the complex infrastructure needs of the UK. Here at United Infrastructure, we invest in our people and firmly believe that our workforce is our most valuable asset. A driving force for success and the core to achieving our vision of creating a connected and sustainable future, our team is the heart of our organisation. Are you looking to be part of an exciting journey within an evolving business? Want to learn something new, every single day? Then you’ve come to the right place.

A fast-paced, diverse, and hugely ambitious business, we welcome challengers, innovators and people who embrace change. Establish yourself in a creative environment that champions freedom of expression, and supports you in your personal and professional development – because together, we achieve more.