Customer Liaison Officer

Job Location:

Field

Additional Location Information:
Wales

Salary:
Starting From £41,261

Contract type:
Permanent

Posting End Date: 14/10/2026

At BUUK Infrastructure, our vision is to be the leading utility partner to accelerate the UK towards net zero for all our customers. Our group of companies has been the major drive for change and innovation over 30 years.

We provide a supportive environment that is committed to enabling our people to be the best - ensuring they feel proud to be themselves and part of BUUK Infrastructure.

To liaise with our customers, to help them set up and maintain the BUUK utilities servicing their homes or businesses. Building relationships with Housing associations, landlords and local services to help deliver the best support and experience we can for our customers.
You will ensure that our financial, physical and mental health vulnerable customers are aware of the support offered and are on the correct tariff or support schemes. From time to time our customer will experience outages and you will be the face of the company keeping them updated and facilitating onsite support. You will be a brand ambassador for our sites promoting the benefits of being connect to a BUUK utilities and you will lead community events to bring our residents, Housing association partners and local support charities together for the benefit of the community.

• Visiting newly built properties to make customers aware of who their water/fibre/heat providers are, promoting sign up and assisting with any new utility queries.
• Visiting existing customers to help them locate their utility equipment and promote self-serve to take readings.
• Visiting vulnerable customers to help them complete social tariff and watersure applications, 3rd party nominations forms and power of attorney handovers.
• Supporting financially vulnerable customers exploring available debt support options and signposting to relevant debt help and advice that are available in their areas.
• Facilitate direct debit and payment plans take-up.
• Promote brand awareness through local knowledge, organising community events, and engaging with customers.
• Register and resolve customer complaints, assisting with query resolution.
• Taking ownership of weekly work schedule and reporting.
• Liaise with internal stakeholders and the management team.
• Collect ad-hoc meter readings during site visits.
• Upon occasions serve court paperwork (N39) and attend court hearings on occasion in the litigation process.
• Build relationships with local housing associations to better meet the needs of vulnerable customers.
• Lone and remote working, taking reasonable care for health and safety, complying with the organisation's Health and Safety Policy and legislation.
• Travel to Cardiff office as required at least once per quarter and as and when there is a business need.
• At times you may work outside standard hours in line to meet customer demand as required.
• This may require some weekend and evening working.
• You will manage your own expenses and travel bookings and work with our transportation team to maintain your fleet/company car as per company policies.

• GCSE or equivalent (Maths and English Grade C or above).

• Experience of working face to face with the public.
• Customer service experience.
• Experience in supporting vulnerable people.
• remote/Lone working experience.

• Attention to detail to record and maintain information accurately.
• Be personable and have the ability to engage in an empathetic way.
• A can-do attitude will help you to solve problems quickly and with integrity.
• Self-motivated able to work on alone as well as part of a larger team.

• A level or NVQ equivalent.
• Utilities…