Customer Liaison Manager

About The Role

Balfour Beatty Living Places is proud to deliver vital highway services for East Sussex County Council. We’re now looking for an experienced Customer Liaison Manager to lead our stakeholder engagement activities and manage a team dedicated to providing an excellent customer experience for the communities we serve.

• Lead a team of Stakeholder Liaison Officers to deliver timely, professional engagement with elected members, parish councils, community groups and residents.
• Build and maintain excellent relationships with key stakeholders, proactively identifying concerns and helping prevent issues from escalating.
• Take ownership of escalated enquiries and complaints, ensuring a professional end-to-end response with a “right first time” approach.
• Oversee and embed the use of the online Members Portal, driving improvements based on user feedback.
• Organise and contribute to stakeholder engagement events, Strengthening Local Relationships (SLR) meetings and other forums.
• Work closely with operational teams to support planning of works, ensuring local knowledge and previous concerns are considered.
• Champion high‑quality CRM records to support root cause analysis and continuous improvement.
• Represent Balfour Beatty at key meetings and ensure communications align with contract requirements and wider group reputational priorities.
• Provide line management support including performance reviews, coaching and career development planning.
• Support wider communications activity as required, including occasional work outside normal office hours.

• Proven experience in stakeholder management and/or customer engagement.
• Experience leading a busy team and allocating resources effectively during high‑demand periods.
• Strong communication skills and the ability to manage complex or sensitive situations professionally.
• Excellent organisational and IT skills, with confidence using CMS/CRM systems.
• The ability to work independently and collaboratively across a wide range of service teams.
• Confidence in representing organisations to internal and external audiences.
• Flexibility to adapt as the contract and service evolve.
• (Desirable) Knowledge of highways maintenance standards and policies.

Day in, day out, our teams deliver some of the UK’s most ambitious, exciting and meaningful projects; developing, building and maintaining the vital infrastructure that supports national economies and strengthens communities.

• Smart working, giving you more flexibility such as staggered start and finish times, with up to 40% remote working, where roles allow.
• 25 days paid annual leave (pro rata).
• Family‑friendly policies which include 28 weeks full pay for maternity/adoption leave and four weeks full pay for paternity/partners leave.
• Pension, share incentive plan, volunteering leave, recognition schemes and much more…

At Balfour Beatty we believe that diversity and inclusion are essential components of any successful, happy workplace. Through our Value Everyone Diversity and Inclusion Strategy and Action Plan, we are growing our diverse workforce and developing our inclusive culture where everyone is able to thrive and reach their full potential, regardless of their identity or background. To find out how we are making this a reality, visit

To help and support us with our desired commitment to create an inclusive culture we are members of WISE, ENEI, Business Disability Forum and the Association for Black and Minority Ethnic Engineers (AFBE). In 2020, we signed the Audeliss and Involve Open Letter to demonstrate our commitment to taking key long‑term and sustainable actions on Black Inclusion. Balfour Beatty is also a Gold Award holder in the Ministry of Defence Employer Recognition Scheme and actively encourage applications from Armed Forces personnel, veterans and reservists.

As a Disability Confident Employer, we are committed to working with people who have disabilities and long‑term health conditions to remove barriers for them in obtaining employment. We are also committed to offering applicants with a disability an interview if they meet the minimum requirements for the role. For more info, visit: https://disabil

We are looking to continually improve our resourcing process and ensure that it is fair and inclusive for all. If you have any feedback on the process, please share this with us at: candidate recruit