At a Glance
- Tasks: Act as the main contact for stakeholders and manage community relations during a major cable installation project.
- Company: Join Avenue, a leader in infrastructure projects with a focus on community engagement.
- Benefits: Negotiable salary, opportunities for professional growth, and a chance to make a real difference.
- Other info: Dynamic role with opportunities to engage with local communities and influence positive project outcomes.
- Why this job: Be the voice of the community and ensure smooth project delivery while building lasting relationships.
- Qualifications: Experience in community liaison or customer relations, strong communication skills, and a full UK driving licence.
The predicted salary is between 30000 - 40000 £ per year.
Avenue are seeking an experienced and proactive Community Liaison Officer (CLO) to support the delivery of a major High Voltage (HV) cable installation project involving the construction of approximately 10km of trenching works between substations on the outskirts of Edinburgh. The successful candidate will act as the primary interface between the project team and external stakeholders, ensuring effective communication, minimising disruption, maintaining positive relationships and protecting the reputation of the business throughout the project lifecycle. The CLO will be expected to build strong relationships and maintain regular engagement with customers, local communities, local authorities, transport providers, businesses and all interested parties affected by the works.
Key Responsibilities
- Act as the primary point of contact for all external stakeholder communication associated with the project.
- Develop, implement and maintain a Stakeholder Engagement Plan and communication strategy.
- Build and maintain positive working relationships with:
- Local residents and customers
- Businesses affected by the works
- Local community and neighbourhood groups
- Local highways authorities
- Bus operators and public transport providers
- Emergency services
- Schools, care homes and vulnerable customer groups
- Elected members and local councillors
- Client representatives and key project stakeholders
- Arrange and attend stakeholder meetings, public information events and community engagement sessions.
- Prepare and distribute advance notifications, newsletters, project updates and customer communications.
Customer Management
- Act as the first escalation point for customer concerns and complaints.
- Log, monitor and manage customer enquiries through to closure.
- Ensure all complaints are investigated promptly and corrective actions implemented where required.
- Identify vulnerable customers and ensure additional support measures are put in place.
Traffic & Public Interface Management
- Liaise closely with highways authorities regarding planned roadworks, traffic management arrangements and access restrictions.
- Coordinate with bus operators regarding route changes, diversions and bus stop impacts.
- Ensure businesses, residents and stakeholders receive sufficient notice of any disruption.
- Attend coordination meetings relating to highways and traffic management.
Community Relations
- Maintain positive public perception of the project and the Opus brand.
- Monitor community concerns and identify emerging issues before escalation.
- Attend local forums and neighbourhood meetings as required.
- Identify opportunities for community engagement initiatives and positive project legacy activities.
Requirements
- Essential
- Previous experience in a Community Liaison, Stakeholder Engagement or Customer Relations role.
- Experience working on utilities, civil engineering, highways or infrastructure projects.
- Strong communication and interpersonal skills.
- Ability to deal professionally with difficult or sensitive situations.
- Excellent organisational and reporting skills.
- Strong IT capability including Microsoft Office.
- Full UK Driving Licence.
- Desirable
- Experience within power, utilities or major infrastructure projects.
- Knowledge of roadworks and traffic management processes.
- Knowledge of local authority engagement procedures.
- Understanding of CDM and construction environments.
Customer Liaison Officer employer: Edinburgh City Football Club Limited.
Avenue is an exceptional employer, offering a dynamic work environment in Edinburgh that fosters collaboration and community engagement. As a Customer Liaison Officer, you will benefit from a supportive culture that prioritises employee growth through training and development opportunities, while also playing a vital role in enhancing local relationships and ensuring project success. With a focus on meaningful work and a commitment to maintaining positive community relations, Avenue stands out as a rewarding place to build your career.
Contact Details:
Edinburgh City Football Club Limited. Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Liaison Officer
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Edinburgh City Football Club Limited.. 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 Edinburgh City Football Club Limited. 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 Officer
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 Edinburgh City Football Club Limited.:Your cover letter is your chance to shine! Tell us why you want to work at Edinburgh City Football Club Limited. 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 Edinburgh City Football Club Limited.!
How to prepare for a job interview at Edinburgh City Football Club Limited.
✨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.
