The Customer Liaison Officer will serve as the primary point of contact for customers, handling enquiries, resolving issues, and ensuring a positive experience throughout the customer journey. This role requires strong communication skills, empathy, and the ability to build rapport with customers while effectively representing the company's interests.
Customer Interaction and Support:
- Act as the main point of contact for customers, responding to inquiries, requests, and concerns via phone, email, or in-person meetings.
- Provide timely and accurate information to customers regarding products, services, pricing, billing, and any other relevant queries.
- Assist customers in resolving issues or complaints by investigating the root cause, liaising with internal departments, and implementing appropriate solutions.
- Always maintain a professional and courteous demeanour, ensuring that customers feel valued and respected in their interactions with the company.
Relationship Building:
- Build and nurture strong relationships with customers to understand their needs, preferences, and expectations.
- Proactively engage with customers to gather feedback, address concerns, and identify opportunities for improvement.
- Collaborate with sales and account management teams to identify upsell or cross-sell opportunities and promote additional products or services to existing customers.
Record Keeping and Documentation:
- Keep detailed records of customer interactions, inquiries, complaints, and resolutions in the company's CRM system or database.
- Generate reports and summaries of customer feedback, trends, and issues for review by management and relevant stakeholders.
- Ensure that all customer data and information are handled securely and in compliance with data protection regulations.
Process Improvement:
- Identify opportunities to streamline and improve customer service processes and procedures to enhance efficiency and effectiveness.
- Work collaboratively with cross-functional teams to implement changes and enhancements that positively impact the customer experience.
- Stay updated on industry best practices, trends, and emerging technologies related to customer service and incorporate relevant insights into service delivery.
Customer Education and Outreach:
- Develop and distribute educational materials, tutorials, and resources to help customers maximize the value of products or services.
- Conduct outreach campaigns to inform customers about new features, updates, promotions, or events that may be of interest to them.
- Participate in customer-focused events, seminars, or webinars to engage with customers and provide valuable insights and support.
Essential
- Proven experience in customer service, client relations, or a similar role, preferably in a customer-facing environment
- Excellent communication skills, both verbal and written, with the ability to empathize and convey information clearly
- Strong problem-solving and decision-making abilities, proactive and solution-oriented
- Ability to work independently, prioritize tasks, and manage time effectively in a fast-paced environment
- Positive attitude, resilience, and commitment to delivering exceptional customer service
Desirable
- Bachelor’s degree in Business Administration, Marketing, Communications, or a related field (or equivalent work experience)
- Proficiency in CRM software, Microsoft Office Suite, and other relevant tools
At OCU, we believe that meaningful work should come with meaningful support. That's the principle behind Careers with Purpose, our commitment to ensuring every person at OCU feels supported, developed, and valued, not just in their role today, but throughout their career with us.
Alongside the opportunity to work on some of the UK's most significant infrastructure projects, we offer a benefits package that we are continuing to develop as we grow, and the kind of career acceleration that only comes from being inside a business moving at this pace.
As a rapidly growing organisation, there are genuine opportunities to progress, broaden your experience, and build a long-term career within OCU Group.
To apply, please submit your CV by 15/6/2026
For a confidential conversation about this opportunity, please contact Nicola Brooke
at
[email protected]
At OCU Group, we don’t just deliver infrastructure - we help power modern life.
As one of the UK’s fastest-growing utility and infrastructure businesses, we deliver complex, nationally critical projects across power, energy transition, water, telecoms, and digital infrastructure. Over the last five years, OCU has grown five-fold to a £1.1bn organisation, expanding both organically and through strategic acquisitions across the UK, Australia, New Zealand and India.
Our growth is driven by ambitious people, operational excellence, and a commitment to doing things properly. We work on projects that genuinely matter by supporting the UK’s energy transition, strengthening essential infrastructure, and helping build more sustainable communities for the future.
Whether you’re an experienced professional looking to take ownership of major projects and influence delivery at scale, or someone starting your career through an apprenticeship, graduate programme, or placement route, OCU offers real opportunity to grow, develop, and make an impact.
We are building a business where high performance, collaboration, innovation, and accountability sit at the centre of our culture. Our people are trusted to lead, encouraged to challenge thinking, and supported to continuously develop their skills and careers.
At OCU, you won’t just join a growing business, you’ll help shape it.
Our Culture & Values
At OCU, our values are at the heart of everything we do. We care about safety, lead with integrity, strive to be better every day, make a positive impact, and deliver to grow, together, as One Company United.
Our Commitment to Inclusion
At OCU Group, we believe diversity, inclusion, and belonging are fundamental to building stronger teams, better ideas, and a more successful business. We welcome applications from people of all backgrounds and are committed to creating an environment where everyone feels valued and supported.
As part of our commitment to fairness and equality, candidates may be asked to complete an equal opportunities monitoring form during the recruitment process. This information is used for monitoring purposes only and plays no part in hiring decisions.
We are proud to be a Disability Confident employer and are committed to offering interviews to candidates with disabilities or long-term health conditions who meet the essential criteria for the role.
To ensure that everyone has a fair opportunity to join our team, please inform us if you require any reasonable adjustments to our recruitment and interview process is, by emailing
[email protected].
