Customer Liaison Officer

We are easy to do business with!
That’s why we need people like you; friendly and approachable, with excellent attention to the details who can help us support our customers.

We have an opportunity for a Customer Liaison Officer to join our team. This is a key role within our customer operations team, acting as the link between our operational teams and customers while supporting the delivery of major engineering projects across the South East Water network.

You'll help ensure customers are kept informed throughout planned and reactive works, managing enquiries, resolving issues and delivering a positive customer experience from start to finish.

• Responding to customer enquiries across a range of communication channels, including telephone and email.
• Keeping customers updated on the progress of works, including any changes or delays.
• Managing customer concerns and complaints with empathy and professionalism.
• Liaising with operational teams to provide accurate and timely updates.
• Recording customer interactions and maintaining accurate records on internal systems.
• Collecting and analysing customer feedback and performance information.
• Working closely with colleagues to deliver a consistent, high-quality customer experience.
• Supporting the successful delivery of planned and reactive engineering projects.
• Undertaking site visits to liaise face‑to‑face with residents, businesses and other stakeholders.
• Identifying and supporting Social Value initiatives, including school visits and community presentations.
• Attending local council meetings and customer drop‑in sessions.
• Working closely with the Client Team to identify opportunities to enhance the customer experience.

You have excellent communication skills and enjoy building positive relationships with customers, colleagues and stakeholders. You remain calm under pressure, be confident managing challenging conversations and have a proactive approach to resolving issues. Additionally. you'll be self‑motivated, well organised and able to manage multiple priorities, with confidence using a range of IT systems, including Google Docs, Sheets and Slides.

Experience with in the utilities, construction, repairs and maintenance, housing or customer service sectors would be beneficial, although not essential.

A full UK driving licence is essential due to the nature of the role. You'll also be comfortable working independently where required and have the flexibility to attend occasional evening meetings, including local council meetings and community engagement events.

Every day we work smarter, greener and use our imaginations.

Our purpose at Clancy is simple - we make life better for everyone’s growing families. We play a vital role in providing fresh drinking water and power to millions of homes and businesses and so much more.

We are one of the biggest family owned construction businesses in the UK and we care about our people, our clients and the environment.

You apply, and we respond within two weeks (we know how annoying it is not to hear anything back)! If you don’t receive feedback within that timescale, please don’t be afraid to chase us - one of our values is to do what we say we will do!

In addition to helping you reach your career goals, a competitive salary, pension, healthcare and holiday allowance starting at 24-26 days per annum, we also offer perks including Clancy Xtras, our employee benefits programme with discounts for numerous well-known retailers such as Tesco, Sainsbury’s, Currys PC World and Vue Cinemas, cycle to work scheme as well as an Employee Assistance Programme.

Clancy is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all our employees. If you require any reasonable adjustments to be made for you to attend an interview, please do let us know and we will be happy to accommodate.

We are proud signatories of the Armed Forces Covenant and Disability Confident Committed.