Water Services Customer Liaison Specialist

Network Plus group; Exeter; On-site; GBP 28,000 - 33,000; Full time

Benefits offered by this job

Full benefits package

Job summary

Network Plus is seeking a customer-focused coordinator to support the South West Water replacement projects from Peninsula House. You’ll be the primary liaison for customers, coordinate between customers and operations, and help ensure a safe, reliable water service across the South West.

This role emphasizes stakeholder engagement, issue resolution, and clear project updates, with responsibilities ranging from complaint handling to reporting and community engagement.

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-experience

Stakeholder-management

Water-industry-knowledge

Self-motivation

Verbal-communication

Process-improvement

Team-coaching

Data-analysis

Job description

Network Plus is seeking a customer-focused coordinator to support the South West Water replacement projects from Peninsula House. You’ll be the primary liaison for customers, coordinate between customers and operations, and help ensure a safe, reliable water service across the South West.

This role emphasizes stakeholder engagement, issue resolution, and clear project updates, with responsibilities ranging from complaint handling to reporting and community engagement.