Customer Liaison Officer

Join to apply for the Customer Liaison Officer role at OCU . Established in 1994, OCU Group is one of the fastest growing utility engineering contractors in the UK, with a successful track record in delivering customer-focused civil engineering solutions. We work directly with many of the country’s leading blue-chip power, water, telecoms, and rail clients. We are looking for talented individuals to join our expanding team. Our company values empower employees and support personal development and career growth within a collaborative environment. The Customer Liaison Officer will be the primary contact for customers, managing inquiries, resolving issues, and ensuring a positive customer experience throughout their journey. This role requires excellent communication skills, empathy, and rapport-building abilities, representing the company\’s interests effectively. Duties and Responsibilities Customer Interaction and Support: Respond to customer inquiries via phone, email, or face-to-face, providing accurate information about products, services, and billing. Resolve customer issues by investigating and liaising with internal teams to find solutions. Maintain professionalism and courtesy to ensure customers feel valued. Relationship Building: Develop strong relationships to understand customer needs and expectations. Gather feedback proactively and identify improvement opportunities. Collaborate with sales and account teams to promote additional products/services. Record Keeping and Documentation: Maintain detailed records of interactions and resolutions in CRM systems. Generate reports on customer feedback and trends for management review. Handle customer data securely, complying with data protection laws. Process Improvement: Identify and suggest enhancements to customer service processes. Work with teams to implement improvements that enhance the customer experience. Stay updated on industry best practices and incorporate relevant trends and technologies. Customer Education and Outreach: Create and distribute educational materials and resources. Conduct outreach campaigns about new features, updates, or promotions. Participate in events and webinars to engage and support customers. Skills and Experience Bachelor’s degree in relevant fields or equivalent work experience. Proven customer service or client relations experience, preferably in a customer-facing role. Excellent verbal and written communication skills with empathy and clarity. Strong problem-solving skills and a proactive approach. Proficiency with CRM software, Microsoft Office, and similar tools. Ability to prioritize and manage time effectively in a fast-paced environment. Positive attitude, resilience, and dedication to excellent service. Company Background OCU leads in infrastructure engineering across utilities, digital, and energy sectors, delivering complex projects safely and efficiently with cutting-edge technology. We work with top clients in power, energy transition, water, telecoms, and digital markets. Our core values include safety, integrity, continuous improvement, positive impact, and growth. We are committed to being one united team. #J-18808-Ljbffr