Customer Liaison Officer

As a Customer Liaison Officer for Prestige Pipelaying JV Ltd, you will represent the company on behalf of our Principal Contractor contract with Cadent Gas within the Northamptonshire area, ensuring customers, businesses and stakeholders receive a professional, responsive and positive experience throughout the delivery of our gas mains replacement programme.

You will act as the primary point of contact for customers before, during and after works, ensuring all customer enquiries, concerns and complaints are managed promptly while supporting operational teams in delivering projects safely, efficiently and with minimal disruption.

• Managing customer engagement activities before, during and after construction works.
• Issuing advance notifications, letters, and customer information within Cadent’s required notice periods.
• Carrying out customer visits, welfare checks and post-completion satisfaction visits.
• Supporting Site Managers in resolving customer enquiries and complaints within agreed service levels.
• Maintaining regular communication with residents, businesses, local authorities and key stakeholders.
• Identifying and supporting vulnerable customers in accordance with Cadent procedures, including arranging temporary gas supplies where required.
• Working alongside operational teams to minimise disruption and maintain positive community relationships.
• Supporting social value initiatives, community engagement events and local stakeholder meetings.
• Recording customer interactions accurately using company systems and providing reports to management.

Success within the role will be measured through:

• Customer satisfaction scores.
• Complaint response and resolution times.
• Completion of customer visits and welfare checks.
• Compliance with Cadent customer service requirements.
• Delivery of social value commitments.

• Build positive relationships with customers through professional communication, empathy and prompt action.

• Communicate confidently with residents, businesses, local authorities and Cadent representatives both verbally and in writing.

• Promote Prestige Pipelaying JV Ltd’s values and customer service standards while acting as a positive ambassador for the business.

• Promote safe working practices, identify hazards and report HSEQ concerns in line with company procedures.

• Manage multiple work sites, prioritise workload and work independently while supporting operational programmes.

• Resolve customer concerns quickly by working closely with operational teams and escalating issues where appropriate.

• Develop a good understanding of gas mains replacement activities, traffic management and construction programmes to effectively communicate with customers.

• Deliver exceptional customer service throughout every stage of the project.
• Manage enquiries and complaints professionally from receipt through to resolution.
• Maintain regular communication with customers affected by planned works.
• Record all customer contact accurately within company systems.
• Support operational teams by identifying customer concerns before they become complaints.

• Liaise with local authorities, businesses, schools, emergency services and community groups where required.
• Attend stakeholder meetings as requested.
• Coordinate customer communications for major projects and complex schemes.
• Identify vulnerable customers before works commence.
• Ensure support measures are in place in accordance with Cadent policies.
• Coordinate welfare visits and temporary gas supplies where necessary.

• Carry out site visits before and during works.
• Report safety concerns or environmental issues immediately.
• Support compliance with company management systems and Cadent contract requirements.

• Monitor customer service performance indicators.
• Produce weekly and monthly reports.
• Identify recurring issues and recommend improvements to customer service processes.

• Previous experience within utilities, construction…