Overview
In this role, you lead and motivate a team of Customer Liaison Officers to deliver targets aligned with the project strategy and client Playbook. You will provide ongoing management, coaching and training to drive customer service and quality improvements. You work closely with internal stakeholders and client teams to support the customer strategy and community engagement efforts. This role offers impact by shaping the customer journey and sustaining positive interactions across public-facing activities within a smart infrastructure context.
Responsibilities
- Lead and manage the Customer Liaison team to meet objectives and targets
- Identify development needs and deliver coaching, monthly 1:1s, and training plans
- Collaborate with internal stakeholders and attend weekly Programme/Planning meetings
- Manage escalated queries to resolution and support the client’s customer strategy
- Facilitate community engagement events (Parish Councils, Schools, businesses)
- Liaise with Communications Co-ordinator and Operational Managers
- Ensure high-quality customer service focused on complaints, enquiries, and customer satisfaction (C-Sat)
- Promote a culture of doing the right thing for customers
Key requirements
- Engagement delivery aligned with project programmes
- Public interface with adherence to policies and procedures
- Written communications quality consistent with corporate/client tone
- Presentation skills to professional standards with minimal support
- Stakeholder management and ability to represent Costain and client
- Ability to communicate with customers and staff at all levels of the organisation (essential)
- Effective communication
- Stakeholder management
- Conflict de-escalation
- Relationship building
- presentation content development
- stakeholder engagement planning
Customer Liaison Lead in Essex employer: Costain
Costain is an exceptional employer, offering a dynamic work culture that prioritises employee growth and development within the vibrant environment of London Heathrow. As a leader in smart infrastructure solutions, we provide our team with unique opportunities to engage in transformative projects that contribute to a sustainable future, while fostering strong relationships across diverse stakeholders. Our commitment to safety, inclusivity, and professional advancement makes us an attractive choice for those seeking meaningful and rewarding careers.
