Customer Liaison Officer

Costain; United Kingdom; On-site; GBP 25,000 - 30,000; Full time

Job summary

A leading infrastructure solutions provider in the UK is seeking a Customer Liaison Officer to enhance customer satisfaction and support operational teams. This entry-level role requires excellent communication skills and a valid driving licence. You'll engage with the community and provide essential information about utilities work, ensuring a positive customer experience. This full-time position offers an opportunity to work in a dynamic environment while contributing to important community interactions.

Qualifications

• Valid driving licence required.
• Conscientious with strong resolve to complete tasks.
• Articulate and good at explaining things.

Responsibilities

• Act as an ambassador for the client.
• Support operational teams in customer communications.
• Maximize customer satisfaction and minimize complaints.

Skills

Face-to-face customer service experience

Strong communication skills

Organizational skills

IT literacy (Microsoft Office)

Record-keeping

Education

GCSEs in English and Maths

Job description

Job Description

The Customer Liaison Officer will work directly in the community alongside our Operational teams, interacting with external customers face‑to‑face. You will provide specific information regarding the utilities work taking place, capture vital personal data, obtain feedback following completion, deliver that feedback to Operational Teams and coach them on how to improve their Customer Scores.

Responsibilities

• Act as an ambassador for the client in front of customers and members of the public, as well as other stakeholders including business owners, retail outlets and others who may be impacted by our work.
• Present a professional, personable and reassuring face to the business.
• Communicate directly with customers to inform, advise and educate, and ensure that people are aware of the work we do, how it might affect them and, where necessary, take responsibility for supporting them.
• Support the operational teams in their communications with customers and others.
• Act as an exemplar of customer service excellence both in the public domain and when working in the offices and depots.
• Communicate directly with our customers on the doorstep while working collaboratively with the operational teams and Site managers.
• Be a leading advocate in the effort to maximise customer satisfaction and minimise customer complaints.

Essential Qualifications

• A valid driving licence.
• Ability to adjust to a change in focus to accommodate operational needs and to work in a fast‑paced environment with a strong mindset.
• Experience in a customer face‑to‑face service role.
• Conscientious with the tenacity and resolve to see things through.
• Organised and punctual.
• Articulate and good at explaining things.
• Thorough, with good record‑keeping.
• IT literate, including Microsoft Office – Intermediate Word, Excel, Outlook and internet/intranet capabilities.
• Strong oral and written communication skills.

Desirable

• Knowledge or experience of working in the utilities industry.

Essential Education

• GCSEs in subjects such as English and Maths.

Desirable Education

• A‑level or degree in English.

About Us

Costain helps to improve people’s lives with integrated, leading‑edge, smart infrastructure solutions across the UK’s energy, water, transportation and defence markets. We help our clients improve their business performance by increasing capacity, improving customer service, safeguarding security, enhancing resilience, decarbonising and delivering increased efficiency. Our vision is to be the UK’s leading smart infrastructure solutions company, focusing on blue‑chip clients whose major spending plans are underpinned by strategic national needs, regulatory commitments, legislation or essential performance requirements.

Disability Confident Employer Statement

Costain is a Disability Confident employer and will generally offer an interview to any applicant who discloses a disability and meets the minimum criteria for the job as defined by the employer. In certain recruitment situations such as high‑volume, seasonal and high‑peak times, the employer may limit the overall number of interviews offered to both disabled and non‑disabled people. For more information please visit the Disability Confident website: https://www.gov.uk/government/collections/disability-confident-campaign.

Seniority Level

Entry level

Employment Type

Full‑time

Job Function

Other

Industries

Civil Engineering