Public Liaison Officer x2

Greater London Authority; Greater London; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

30 days' annual leave

Season ticket loan

Bicycle loan

Career average pension scheme

Job summary

Greater London Authority is seeking a proactive Public Liaison Officer to join the Public Liaison Unit within Strategy and Communications.

You will manage enquiries through a range of channels, draft clear, timely responses, support schools and community education, gather insights to inform service improvements, and work with colleagues across the team to ensure a high-quality, accessible public service for Londoners.

Qualifications

• Responding to enquiries from members of the public via email, telephone, post and digital channels.
• Drafting clear, accurate and customer-focused responses to routine enquiries and complaints.
• Working collaboratively with colleagues across the Public Liaison Unit to meet service standards and deadlines.
• Escalating complex, urgent or sensitive enquiries in line with agreed procedures.
• Monitoring enquiry volumes and identifying emerging issues, trends or topics of public concern.
• Contributing ideas to improve processes, customer experience and service delivery.

Responsibilities

• Provide a high-quality service across telephone, email, post and digital channels, including handling sensitive enquiries and complaints.
• Manage, triage and draft responses to public enquiries, ensuring they are accurate, timely and appropriate.
• Support schools, community education and wider public engagement activity at City Hall.
• Gather and share insight from public enquiries, identifying emerging issues and contributing to service improvement.
• Work collaboratively and flexibly across the team and wider GLA, supporting changing priorities and organisational needs.

Skills

Enquiries handling

Drafting responses

Cross-team collaboration

Escalation procedures

Monitoring trends

Process improvement

Job description

Strategy and Communications

Strategy and Communications sits at the centre of the organisation, bringing together several teams with organisation-wide remits and mutual collaboration opportunities. The work of the directorate’s teams includes delivery of major events, designing and leading public affairs or marketing campaigns, providing data, evidence and analysis, leading cross-organisational programmes, to making sure we plan for and can respond to emerging events or emergencies in our city.

About The Team

When Londoners reach out to City Hall, PLU is often the team helping connect them with the information, support or expertise they need.

The Public Liaison Unit (PLU) is the front door to City Hall for public correspondence and enquiries. We are often the first point of contact for people who want to engage with the Mayor, seek help, share concerns, challenge decisions, submit petitions, respond to consultations or simply find out more about the work we do.

Every year we handle more than 100,000 pieces of correspondence, averaging around 2,000 enquiries every week. The breadth of what we deal with means no two days are quite the same. One moment we might be helping someone access information about a GLA programme, the next we’re coordinating responses to a complex policy issue, safeguarding concern or high-profile public campaign. We regularly support Londoners facing difficult circumstances, from those seeking help and guidance to people experiencing bereavement, loneliness or other vulnerabilities, ensuring they are listened to and signposted to the organisations best placed to support them.

About The Role

Are you passionate about delivering excellent customer service and making a difference to people's experience of public services? We are looking for a proactive and customer-focused individual to join the Public Liaison Unit, acting as a key point of contact between the public and the Mayor of London and the Greater London Authority (GLA).

In this varied and rewarding role, you will manage enquiries received through a range of channels, including telephone, email, correspondence and digital platforms, ensuring that members of the public receive accurate, timely and professional responses. You will also support City Hall's schools and community education programme, helping to promote democratic engagement and increase understanding of the Mayor's role and the work of the GLA.

Working as part of a flexible and collaborative team, you will contribute to service improvement initiatives, identify emerging issues and trends from public feedback, and help ensure the Public Liaison Unit delivers a high-quality, responsive and inclusive service to London's diverse communities.

This is an excellent opportunity for someone with strong communication skills, sound judgement, and a commitment to public service who is looking to build a career in a dynamic and high-profile environment.

What your day will look like

The Public Liaison Officer works as part of a flexible, multi-skilled team, responding to a broad range of public enquiries and supporting different areas of the Public Liaison Unit and wider Strategy and Communications Directorate. The role requires the postholder to manage competing priorities, respond to changing demands and use their knowledge and judgement to provide an effective service to Londoners.

The Postholder Will

• Provide a high-quality service across telephone, email, post and digital channels, including handling sensitive enquiries and complaints.
• Manage, triage and draft responses to public enquiries, ensuring they are accurate, timely and appropriate.
• Support schools, community education and wider public engagement activity at City Hall.
• Gather and share insight from public enquiries, identifying emerging issues and contributing to service improvement.
• Work collaboratively and flexibly across the team and wider GLA, supporting changing priorities and organisational needs.

Skills, Knowledge And Experience

To be considered for the role you must meet the following essential criteria:

• Responding to enquiries from members of the public received via email, telephone, post and digital channels.
• Drafting clear, accurate and customer-focused responses to routine enquiries and complaints.
• Working collaboratively with colleagues across the Public Liaison Unit to meet service standards and deadlines.
• Escalating complex, urgent or sensitive enquiries in line with agreed procedures.
• Monitoring enquiry volumes and identifying emerging issues, trends or topics of public concern.
• Contributing ideas to improve processes, customer experience and service delivery.

The GLA Competency Framework Guidelines further detailing each competency and the different level indicators can be found here: GLA Competency Framework

Is this role eligible for sponsorship?

This role DOES NOT meet the criteria for sponsorship for external candidates. It may meet the criteria for sponsorship for some internal candidates, in limited circumstances. Please contact the hiring manager if you wish to discuss this further.

Assessment process

Once you have submitted an application, your details will be reviewed by a panel.

If shortlisted, you’ll be invited to an interview/assessment.

The interview/assessment date is: 5th October 2026

Equality, diversity and inclusion

London's diversity is its biggest asset, and we strive to ensure our workforce reflects London's diversity at all levels. We welcome applications from everyone regardless of age, gender, gender identity, gender expression, ethnicity, sexual orientation, faith or disability.

We particularly encourage applications from Black, Asian and Minority ethnic candidates and disabled candidates who are currently underrepresented in our workforce.

We are committed to being an inclusive employer and we are happy to consider flexible working arrangements. We would welcome applications from candidates who are seeking part time work as this role is open to job share.

Please note we are a Disability Confident Employer so for candidates who wish to be considered under the scheme and meet the essential criteria, they will automatically be invited to interview. Please note, should you require any adjustments through the process, we will accommodate as much as possible. Please contact the recruitment team for further information if required.

Benefits

GLA staff are hybrid working up to 3 days a week in our offices and remotely depending on their role. As part of this, you will need to split your time between home working and coming into the office.

In addition to a good salary package, you will be paid every four weeks, providing frequent salary payments. We also offer an attractive range of benefits including 30 days' annual leave, interest free season ticket loan, interest free bicycle loan and a career average pension scheme.

Additional Information

Please note, all candidates will need to confirm that the information provided in this application form is true and correct. Should a candidate deliberately give false information, including the use of AI software, they understand that this would disqualify them from consideration.

Successful candidates must undergo a criminal record (DBS) check but some roles may require additional security screening.

Find out which DBS check is right for your employee - GOV.UK (www.gov.uk)

Secondment Policy

If you are a GLA employee applying for an internal fixed-term position, as an internal secondment opportunity, you must ensure you satisfy the following secondment policy criteria listed below before applying

• On a permanent contract or a fixed term contract where the time left on the contract at the point at which you apply for secondment is longer than the secondment period;
• successfully completed your probation period and are performing to the required standard for your current role; and
• at least 18 months service with the GLA

If you do meet the criteria listed above, you will need to complete the Approval for secondment application form and gain line manager approval, before emailing the fully completed form to the Resourcing Assistant who is managing the vacancy. This form must be received by the closing date of the vacancy. Failure to provide this form will mean your application cannot be progressed.

If you are unable to satisfy all of the criteria, unfortunately, you are not eligible to apply for this vacancy as an internal secondment. For further information, please see Secondment Policy and Procedure.

IMPORTANT: If you are a current GLA employee on a fixed-term contract, which is due to end BEFORE the end date of this vacancy, you DO NOT NEED to complete the Approval for secondment application form as it is not a secondment.

If you are successful in securing this secondment opportunity, you will need to be released from your existing role, so please ensure that you make your line manager aware of your application.

More support

If you have a disability which makes submitting an online application form difficult, please contact [e-mail].