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For Companies At a Glance
- Tasks: Be the go-to person for customers, handling queries and ensuring satisfaction.
- Company: Join OCU, a leader in infrastructure engineering for utilities and digital markets.
- Benefits: Enjoy a dynamic work environment with opportunities for growth and development.
- Why this job: Make a real impact by enhancing customer experiences and supporting communities.
- Qualifications: Previous customer-facing experience and strong communication skills are essential.
- Other info: Ideal for those passionate about service and looking to grow in a vibrant industry.
The predicted salary is between 28800 - 43200 £ per year.
Role Overview
The Customer Liaison Officer (CLO) acts as the primary point of contact between the organisation and customers/residents, ensuring excellent communication, service, and satisfaction throughout the delivery of services or projects. This role is key to managing expectations, resolving issues, and promoting a positive customer experience.
Duties and Responsibilities
- Act as the first point of contact for customers, residents, or service users, handling enquiries, feedback, and complaints professionally.
- Coordinate and communicate project or service updates to customers in a timely and accessible manner.
- Arrange and attend customer/resident meetings, site visits, or consultations as required.
- Work closely with project managers, site teams, or service teams to resolve customer issues or concerns quickly.
- Maintain accurate records of all communications, appointments, and issues using CRM or internal systems.
- Prepare and distribute letters, leaflets, newsletters, and other customer information materials.
- Ensure customer satisfaction surveys are conducted, recorded, and analysed to support service improvement.
- Escalate complex issues appropriately and follow up to ensure resolution.
- Support vulnerable customers with additional needs or alternative arrangements when work may impact them.
- Represent the organisation in a courteous and professional manner at all times.
Skills and Experience
Essential:
- Previous experience in a customer-facing or liaison role
- Excellent verbal and written communication skills
- Confident in dealing with challenging conversations calmly and professionally
- Strong organisational and time-management skills
- Ability to work independently and as part of a team
- Competent in using Microsoft Office and CRM systems
Desirable:
- Experience in housing, construction, local authority, or utility sectors
- Knowledge of safeguarding or supporting vulnerable individuals
- Driving licence (depending on the role)
Company Information
OCU leads the way in end-to-end infrastructure engineering in the utilities, digital, and energy markets, specialising in safely and efficiently delivering complex client requirements. Our breadth of capabilities and depth of operational capacity, paired with our cutting-edge technology, ensure that we are not just part of the market; we are leading it.
Working directly with many of the country’s leading power, energy transition, water, telecoms and digital clients, we are looking for the very best talent to join our growing team.
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Customer Liaison Officer OCU Utilities · Leeds employer: Opals Group
Contact Detail:
Opals Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Liaison Officer OCU Utilities · Leeds
✨Tip Number 1
Familiarise yourself with the utilities sector and the specific challenges it faces. Understanding the industry will help you engage more effectively with customers and demonstrate your knowledge during interviews.
✨Tip Number 2
Practice your communication skills by role-playing challenging customer interactions with a friend or family member. This will prepare you for the types of conversations you might encounter in the role and help you remain calm under pressure.
✨Tip Number 3
Network with professionals in the utilities and customer service sectors. Attend local events or join online forums to connect with others in the field, which can provide valuable insights and potentially lead to job referrals.
✨Tip Number 4
Research OCU's recent projects and initiatives. Being knowledgeable about their work will not only impress during interviews but also allow you to tailor your responses to align with their values and objectives.
We think you need these skills to ace Customer Liaison Officer OCU Utilities · Leeds
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer-facing roles. Emphasise your communication skills and any previous work in utilities or similar sectors to align with the job requirements.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service. Mention specific examples of how you've handled challenging conversations or resolved customer issues effectively in the past.
Highlight Relevant Skills: In your application, clearly outline your organisational and time-management skills. Provide examples of how you have used CRM systems or Microsoft Office in previous roles to manage customer interactions.
Showcase Your Understanding of the Role: Demonstrate your understanding of the Customer Liaison Officer role by discussing how you would handle customer enquiries and feedback. Mention your approach to ensuring customer satisfaction and resolving issues promptly.
How to prepare for a job interview at Opals Group
✨Know the Role Inside Out
Make sure you thoroughly understand the responsibilities of a Customer Liaison Officer. Familiarise yourself with the key duties such as handling enquiries, coordinating updates, and managing customer expectations. This will help you demonstrate your knowledge and enthusiasm during the interview.
✨Showcase Your Communication Skills
Since excellent verbal and written communication is essential for this role, prepare examples of how you've effectively communicated in previous positions. Be ready to discuss how you handle challenging conversations and ensure customer satisfaction.
✨Demonstrate Problem-Solving Abilities
Think of specific instances where you've resolved customer issues or concerns quickly and efficiently. Highlight your organisational skills and ability to work independently or as part of a team to showcase your suitability for the role.
✨Research the Company and Its Values
Understand OCU's mission and values, especially their focus on customer experience and service improvement. Being able to align your personal values with those of the company can make a strong impression and show that you're genuinely interested in the position.
