Customer Liaison Administrator 

As a Customer Liaison Administrator you will support the delivery of excellent customer service by providing administrative and communication support to the customer liaison team. The role involves coordinating customer contact, maintaining records, handling queries, and ensuring smooth flow of information between customers, contractors, and internal teams.

Duties and Responsibilities: 

• Handle inbound and outbound communication with customers via phone, email, and letters, ensuring clear and professional correspondence.
• Log and update customer enquiries, feedback, and complaints on internal systems or CRM software.
• Support the scheduling of appointments, site visits, or meetings with residents/customers and operational teams.
• Maintain accurate and up-to-date records of customer interactions, issues, and resolutions.
• Assist in the preparation and distribution of customer letters, newsletters, notices, and project updates.
• Coordinate with project/site teams to ensure timely responses to customer concerns or issues.
• Monitor and manage shared inboxes, escalating urgent matters appropriately.
• Produce weekly or monthly reports on customer interactions, complaints, and KPIs for internal use.
• Assist in customer satisfaction surveys and compiling responses for service improvement.
• Provide general administrative support including filing, data entry, document preparation, and minute-taking at meetings.

Skills and Experience: 

Essential:

• Previous experience in an administrative or customer service role
• Excellent written and verbal communication skills
• Strong attention to detail and ability to maintain accurate records
• Organised and able to manage competing priorities
• Proficient in Microsoft Office (Word, Excel, Outlook)
• Professional and polite telephone manner

Desirable:

• Experience in construction, utilities, or local authority environments
• Familiarity with CRM or housing management systems
• Knowledge of GDPR and confidentiality protocols
• Understanding of customer service standards or complaints procedures

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.