The Role
We are looking for a Customer Liaison Officer (CLO) to support our operational teams and ensure customers receive clear communication, timely updates and a positive experience throughout the lifecycle of our works.
You will take ownership of customer engagement activities before, during and after works, helping to maintain high customer satisfaction scores and supporting the resolution of enquiries and complaints. You will work closely with supervisors, planners and the Customer Manager to ensure all customer‑related obligations are met.
Key Responsibilities
· Take ownership of all customer care activities (pre‑works, during works and post‑completion).
· Support operational teams in resolving customer enquiries and complaints within required timescales
· Carry out post‑completion walk‑offs and ensure customer feedback is captured and recorded.
· Support Lasting Impression and community engagement activities.
· Ensure effective communication with customers, including letters, notices, drop cards and vulnerability checks.
· Act as an escalation point for complex or repeat customer issues, working with the Project Manager.
· Identify vulnerable customers (PSR) and ensure appropriate support is provided in line with GSOP requirements.
· Track customer KPIs, trends and performance, providing reports where required.
· Work collaboratively with supervisors and planners to understand upcoming works and CLO requirements.
· Promote a strong customer service culture across operational teams.
Key Competencies
· Customer Focused: Able to adapt communication to customer needs and provide reassurance.
· Communication: Strong interpersonal skills with the ability to influence and build trust.
· Problem Solving: Able to identify issues, propose solutions and support operational teams.
· Performance Driven: Experience working to KPIs and achieving targets.
· Operational Awareness: Understanding of utilities, reinstatement or gas operations is desirable.
· HSEQ Awareness: Able to identify and report hazards, near misses and safety concerns.
· Adaptability: Comfortable working independently, prioritising workload and managing multiple tasks.
· Digital Skills: Able to use mobile devices, apps and reporting tools.
Experience & Qualifications
Essential:
· Experience in customer service, utilities or a similar field
· Strong communication and organisational skills
· Full UK Driving Licence
Desirable:
· Supervisor Street Works qualification (NRSWA)
· Health & Safety qualification
· Experience working within the gas industry, reinstatement or utility environment
Salary & Benefits
We offer a competitive salary based on experience, along with a company commercial vehicle for business use and a supportive working environment.
Pay: From £23,000.00 per year
Benefits:
- Company pension
- On-site parking
Application question(s):
- Do you have experience working in customer service, utilities, or a similar customer-facing operational environment?
- Do you hold a full UK Driving Licence and are you willing to travel to sites as required?
- Do you have experience handling customer enquiries or complaints while working closely with operational or field-based teams?
Work Location: In person
