Customer Liaison Officer

Overview

United Infrastructure is a dynamic and rapidly expanding business focused on delivering critical infrastructure projects across utility and social infrastructure sectors. Our two business areas are Utility Infrastructure and Social Infrastructure. We are committed to equal opportunities and to making every interaction a positive and inclusive experience. If there is anything we can do to support you or remove barriers, please let us know.

Job Title

Customer Liaison Agent

Responsibilities

• Plan and implement a coordinated programme of communications to customers and strategic stakeholders to support efficient delivery of projects within the Framework for Mains Renewals from Southern Water (SW).
• Support project delivery teams in all aspects of customer management, monitor and audit customer care processes, and manage interface on customer care issues between SW, United Infrastructure (UI) and stakeholders.
• Collaborate with UI Operational Staff, SW Customer Liaison Officers and Public Relation Officers to provide coordinated support to delivery teams; help manage reputations of UI and SW.
• Assist Communications and Stakeholder Engagement Manager in producing SW & UI corporate literature, including presentations, weekly lookaheads, internet updates and newsletters.
• Strategically formulate communication plans for project delivery, including objectives, evaluation measures, tone, positioning, key messages, Q&As, stakeholder identification and engagement, and channel selection.
• Provide support to SW Project Managers and UI Site Agents by ensuring Customer Impact Assessments and Communications Plans are in place at project start-up and reviewed at gateways, with action logs followed up.
• Draft, clear and issue letters (pre-start, start on site) and updates; maintain weekly lookaheads and whereabouts plans to inform customers about work phasing.
• Conduct timely meetings and build relationships with affected/concerned stakeholders (domestic and business customers, community groups); organise pre-commencement drop-ins and parish meetings as required.
• Arrange and attend third-party visits within schemes weekly; be present on site to coach installation teams on customer approach and participate in project delivery teams.
• Respond to verbal or written customer enquiries/complaints within targeted timescales with written updates on shared UI/SW records.
• Respond to emergency customer calls as necessary and provide written updates on shared records.
• Deliver briefings, training and toolbox talks to delivery teams on customer engagement.
• Build relationships with internal teams (project delivery, HS&E) and influence external peers to inform key business issues and protect SW & UI reputation.
• Brand management: write and update communication materials (letters, Q&As, leaflets, information sheets) and screen material against SW's Brand Guidelines and corporate messages.
• Organise, attend and host events such as public drop-ins, meetings, presentations and school visits.
• Monitor and audit SW's Customer Excellence Guidelines; collect and analyse data for KPI reporting; gather internal and external customer feedback and maintain records.
• Attend weekly/monthly SW & UI communication meetings; prepare scheme updates and reports for submission; attend client meetings as requested.
• Undertake site visits with Operations/Managers/agents, customers and stakeholders; understand and implement Quality, Safety and Environmental Policies; comply with SW & UI policies.
• Suggest improvements to SW Customer Excellence Guidelines and UI Business Management System (BMS).

Qualifications

• Essential: Graduate or equivalent; current driving licence (car/van).
• Essential: Experience in customer management.
• Preferable: Water/construction industry background; evidence of teamwork; willingness to learn web content management and online document management tools; awareness of corporate issues; ability to balance tasks on multiple projects.
• Skills: Well-developed writing skills; excellent people and influencing skills; excellent PowerPoint skills; negotiation skills; proficiency with standard software (Word, Excel, PowerPoint).

Location and Contact

Roles located within the United Infrastructure environment; standard corporate communications and engagement duties apply.

Notes

Equal Opportunities Statement is included. United Infrastructure operates a direct sourcing model and does not accept speculative CVs from recruitment agencies. This description reflects the responsibilities and qualifications for the Customer Liaison Agent role and does not include non-job-related promotional content.