Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead and motivate a team to enhance customer service and quality.
- Company: Join Costain Group PLC, a leader in smart infrastructure solutions.
- Benefits: Full-time role with opportunities for personal development and career growth.
- Why this job: Make a real difference in customer experiences while developing your leadership skills.
- Qualifications: Experience in team management and excellent communication skills required.
- Other info: Dynamic work environment focused on innovation and community engagement.
The predicted salary is between 36000 - 60000 ÂŁ per year.
Overview
Join to apply for the Customer Liaison Lead role at Costain Group PLC.
The Customer Liaison Lead will lead, motivate, and direct a team of Customer Liaison Officers to deliver objectives and targets aligned to the project strategy and clients Playbook. The CLO Lead will provide ongoing management, motivation and training to drive the team to achieve main target areas in customer service and quality.
Click the link for the job description, responsibilities, and qualifications – ESGG02 – Customer Liaison Lead.pdf
Responsibilities
- To manage team and individual performance. Analyse and assess development needs, providing the most effective form of intervention, by delivering coaching sessions, reviewing behaviors, holding monthly 121 meetings, and proposing individual training needs to include Personal Development Logs
- Work effectively with internal stakeholders, remaining approachable and recognising and respecting the contributions from others to the business. Building excellent relationships with colleagues across the company
- Attending weekly Programme and Planning meetings with Internal Stakeholders
- Take ownership of escalated queries and complaints to resolution
- Actively support Client’s customer strategy and the local customer action plans
- Facilitate engagement events within the community, including Parish Councils, Scholls and Businesses. Liaising directly with our Communications Co-Ordinator and Operational Managers.
- To support our Operational Managers, ensure good Customer Service is delivered to all Customers. (focus on Complaints, Enquiries and C-Sat).
- Encourage, support and celebrate doing the right thing for our customers
Qualifications
Knowledge, Skills, and Experience
Essential
- Engagement delivery: Understands the relevance of project programme and supports the development of engagement/ communications plans to support delivery of key events/ activities.
- Public interface: Ensure public facing activities are undertaken in accordance with Costain/ client policies and procedures.
- Written Communications: Writing style and quality consistent with corporate and/ or client tone.
- Presentation Skills: Prepares presentation content of a professional standard with little support.
- Stakeholder Management: Understands their role in representing Costain and client.
- Ability to communicate with customers and staff at all levels of the organisation (essential)
Desirable
- Experience of looking after a team of individuals, leading to a successful Customer Journey for our Customers.
- Public interface: Able to identify when interactions are becoming confrontational and use basic tactical options to de-escalate.
- Presentation Skills: Builds presentation content in line with Costain and client brand guidelines.
- Stakeholder Management: Understands stakeholder drivers and able to translate into practical guidance.
- Negotiation & Facilitation: Articulates point of view with internal/ external stakeholders, achieving positive outcome.
- Risk Management: Able to identify potential risks to project/ Costain reputation and escalate appropriately.
About Us
Costain helps to improve people’s lives with integrated, leading edge, smart infrastructure solutions across the UK’s energy, water, transportation and defence markets. We help our clients improve their business performance by increasing capacity, improving customer service, safeguarding security, enhancing resilience, decarbonising and delivering increased efficiency. Our vision is to be the UK’s leading smart infrastructure solutions company. We will achieve this by focusing on blue chip clients whose major spending plans are underpinned by strategic national needs, regulatory commitments, legislation or essential performance requirements. We offer our clients leading edge solutions that are digitally optimised through five services which cover the whole lifecycle of their assets: future-shaping strategic consultancy; consultancy and advisory; digital technology solutions; asset optimisation and complex programme delivery. Our culture and values underpin everything we do.
Costain appreciate the time and effort taken when applying for one of our positions but, due to the high volume of responses, we are unable to provide individual feedback on candidates at application phase. We do share individual feedback following an interview. A Disability Confident employer will generally offer an interview to any applicant that discloses they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to the Disability Confident website: https://www.gov.uk/government/collections/disability-confident-campaign
Seniority level
- Mid-Senior level
Employment type
- Full-time
Job function
- Other
Industries
- Civil Engineering
Referrals increase your chances of interviewing at Costain Group PLC by 2x
Sign in to set job alerts for “Customer Liaison” roles.
Crowfield, England, United Kingdom
Suffolk, England, United Kingdom
Colchester, England, United Kingdom
Colchester, England, United Kingdom
Ipswich, England, United Kingdom
Ipswich, England, United Kingdom
Chelmsford, England, United Kingdom
Little Clacton, England, United Kingdom
Colchester, England, United Kingdom
#J-18808-Ljbffr
Customer Liaison Lead employer: Costain Group PLC
Contact Detail:
Costain Group PLC Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Liaison Lead
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or at industry events. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their values and how they align with yours. This will help you stand out as a candidate who truly fits the team.
✨Tip Number 3
Practice your responses to common interview questions, but keep it natural. We want you to sound confident and authentic, not like you're reading from a script!
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and show your enthusiasm for the role. Plus, it keeps you on their radar!
We think you need these skills to ace Customer Liaison Lead
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your application to reflect the specific skills and experiences that align with the Customer Liaison Lead role. Highlight your leadership abilities and any relevant experience in customer service to show us you’re the right fit!
Showcase Your Communication Skills: Since this role involves a lot of interaction with both customers and internal stakeholders, it’s crucial to demonstrate your written communication skills. Use clear, professional language and ensure your application is free from typos or errors.
Highlight Team Management Experience: We want to see your experience in managing teams and driving performance. Share examples of how you've motivated and developed team members in the past, as this will resonate well with our expectations for the role.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the Customer Liaison Lead position. We can’t wait to hear from you!
How to prepare for a job interview at Costain Group PLC
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the Customer Liaison Lead role. Familiarise yourself with the responsibilities and qualifications listed in the job description. This will help you tailor your answers to show how your experience aligns with what they’re looking for.
✨Showcase Your Leadership Skills
As a Customer Liaison Lead, you'll be managing a team. Be prepared to discuss your leadership style and provide examples of how you've motivated and developed team members in the past. Highlight any coaching or training experiences that demonstrate your ability to drive performance.
✨Prepare for Stakeholder Management Questions
Expect questions about how you handle relationships with internal and external stakeholders. Think of specific instances where you successfully navigated complex interactions or resolved conflicts. This will show your understanding of stakeholder dynamics and your ability to communicate effectively.
✨Practice Your Presentation Skills
Since the role requires strong presentation skills, practice delivering a short presentation on a relevant topic. This will not only help you feel more confident but also demonstrate your ability to prepare professional content, which is crucial for the position.
