Customer Liaison Officer

The Customer Liaison Officer acts as the primary point of contact between the organisation and customers/residents, ensuring excellent communication, service, and satisfaction throughout the delivery of services or projects. This role is key to managing expectations, resolving issues, and promoting a positive customer experience.

Duties and Responsibilities: 

• Act as the first point of contact for customers, residents, or service users, handling enquiries, feedback, and complaints professionally.
• Coordinate and communicate project or service updates to customers in a timely and accessible manner.
• Arrange and attend customer/resident meetings, site visits, or consultations as required.
• Work closely with project managers, site teams, or service teams to resolve customer issues or concerns quickly.
• Maintain accurate records of all communications, appointments, and issues using CRM or internal systems.
• Prepare and distribute letters, leaflets, newsletters, and other customer information materials.
• Ensure customer satisfaction surveys are conducted, recorded, and analysed to support service improvement.
• Escalate complex issues appropriately and follow up to ensure resolution.
• Support vulnerable customers with additional needs or alternative arrangements when work may impact them.
• Represent the organisation in a courteous and professional manner at all times.

Skills and Experience: 

Essential:

• Previous experience in a customer-facing or liaison role
• Excellent verbal and written communication skills
• Confident in dealing with challenging conversations calmly and professionally
• Strong organisational and time-management skills
• Ability to work independently and as part of a team
• Competent in using Microsoft Office and CRM systems
• Driving licence

Desirable:

• Experience in construction, local authority, or utility sectors
• Knowledge of safeguarding or supporting vulnerable individuals

Company Information:

OCU leads the way in end-to-end infrastructure engineering in the utilities, digital, and energy markets, specialising in safely and efficiently delivering complex client requirements. Our breadth of capabilities and depth of operational capacity, paired with our cutting-edge technology, ensure that we are not just part of the market; we are leading it.

Working directly with many of the country’s leading power, energy transition, water, telecoms and digital clients, we are looking for the very best talent to join our growing team.