Customer Liaison Officer

Customer Liaison Officer

Our client, a leading civil engineering contractor, is looking to recruit a Customer Liaison Officer to support the successful delivery of major infrastructure projects across the energy sector. This is an excellent opportunity for someone with strong customer service and communication skills to act as the key link between operational teams, customers and local stakeholders. You'll play a vital role in ensuring customers are kept informed throughout planned and reactive works, helping to deliver a positive customer experience while supporting the delivery of essential infrastructure projects.

Key Responsibilities

• Respond to customer enquiries via telephone, email and other communication channels.
• Keep customers informed of project progress, planned works and any changes or delays.
• Manage customer concerns and complaints with empathy, professionalism and a solutions‑focused approach.
• Liaise closely with site and operational teams to provide accurate, timely updates.
• Record customer interactions and maintain accurate information across internal systems.
• Gather customer feedback and identify opportunities to improve service delivery.
• Work collaboratively with internal teams to deliver a consistent, high‑quality customer experience.
• Support the delivery of civil engineering and infrastructure projects within the energy sector.
• Carry out site visits to engage with residents, businesses and other stakeholders affected by the works.
• Support community engagement and social value initiatives, including local events, education programmes and stakeholder presentations.
• Attend community meetings, customer engagement events and stakeholder forums as required.
• Work alongside project and client teams to identify opportunities to enhance the customer journey and maintain positive community relationships.

This role would suit someone who is organised, approachable and confident communicating with people at all levels. Previous experience in customer liaison, customer service or stakeholder engagement within construction, utilities, civil engineering or infrastructure would be highly advantageous.