At a Glance
- Tasks: Lead and motivate a team to deliver exceptional customer service and quality.
- Company: Join Costain, a leader in smart infrastructure solutions across the UK.
- Benefits: Competitive salary, training opportunities, and a supportive work environment.
- Other info: Dynamic role with opportunities for community engagement and personal 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.
The predicted salary is between 33075 - 40425 £ per year.
We have an exciting opportunity for a Customer Liaison Lead to join the team in Peterborough. The Customer Liaison Lead will lead, motivate, and direct a team of Customer Liaison Officers to deliver objectives and targets which are aligned to the project strategy and clients Playbook. The CLO Lead will provide ongoing management, motivation and training which will drive the team to achieve their main target areas in customer service and quality.
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.
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.
- 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.
Responsibilities
- To manage team and individual performance.
- Analyse and assess development needs, providing the most effective form of intervention, by delivering coaching sessions, reviewing behaviours, 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, Schools 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 customer.
Full time
Posting Date: 2026-07-28
Customer Liaison Lead in Chelmsford employer: Costain
As a leading employer in traffic management, we pride ourselves on fostering a collaborative and innovative work culture that prioritises safety and efficiency. Our commitment to employee growth is evident through continuous training opportunities and support for professional development, ensuring that our team members thrive in their roles. Located in a vibrant area with access to essential resources, we offer a dynamic environment where your contributions directly impact the success of our projects and the safety of the community.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Liaison Lead in Chelmsford
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Costain. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Costain before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Liaison Lead in Chelmsford
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Costain:Your cover letter is your chance to shine! Tell us why you want to work at Costain specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Costain!
How to prepare for a job interview at Costain
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
