Customer Liaison

What you’ll be doing as a Customer Liaison

• Managing a dynamic caseload and taking full ownership of your area, investigating and resolving customer complaints, with waste team members.
• Communicating with customers via telephone, email and site visits, ensuring we follow our brand and regulatory guidelines, keeping them updated throughout their journey.
• Collaborating with teams across the business to find timely and effective resolutions.
• Main point of contact for case managers. Be responsible for managing the trackers for open complaints for the region, ensuring the right information is provided in a timely manner to the relevant Customer Team.
• Arranging and running meetings to bring all relevant parties together to resolve complaints and keep internal stakeholders informed of their progress.
• Negotiating or escalating unresolved issues to achieve the best outcomes for both the customer and the company, resolving customer concerns efficiently.
• Controlling the customer journey to make it as positive as possible while maintaining accountability at every step. Balancing customer satisfaction with the financial considerations of the business.
• You’ll be the voice of TW and the person the customer can trust within our company. You’ll have the chance to build meaningful relationships, acting as a single point of contact to resolve customer complaints and turn challenging situations into positive experiences.
• You’ll be attending site visits, with members of the teams, be the main contact for the customers, then keep them informed every step of the way.

Location

Hybrid – with access to North London and Beckton STW and our Hammersmith PS office.

Hours and Working Pattern

38 hours a week, Monday – Friday

What you should bring to the role

Essential criteria

• A customer advocate with passion and determination to improve customer experience.
• A good communicator who can work collaboratively with many different teams and colleagues across the company.
• Excellent written and verbal communication skills with a customer focus.
• You will have experience of engagement with customers and have strong interpersonal and influencing skills.
• The ability to manage your own workload, prioritise tasks and decide on suitable action to resolve the issue is essential.
• Ability to explain complex information in an easy‑to‑understand manner.
• Resilience and adaptability, able to manage challenging cases while staying professional and impartial.
• Strong negotiation skills to achieve successful outcomes with customers and internal teams.
• A problem‑solving mindset with a commitment to taking ownership and delivering results.
• Technical skills – proficient in MS Office (Excel, Outlook, Word) and comfortable using operational systems like Salesforce and GIS.
• Commercial awareness to balance customer needs with business goals.
• Confidence in building strong relationships with customers and stakeholders.
• Decisiveness in resolving queries and a calm approach under pressure in a target‑driven environment.
• Flexibility and adaptability to handle changing priorities in a reactive environment with ease.
• This role requires flexibility in working area, some travel to the regional depots will be required regardless of base location.
• A full clean UK driver’s licence is essential, as is use of a car for business purposes.

Additional skills and experiences would be great to have/bring

• Ideally, you will possess good knowledge of waste networks issues and the wholesale wastewater operational business.

What’s in it for you?

• Competitive salary from £33,000 to £40,000 per annum depending on experience.
• 26 days holiday per year, increasing to 30 with the length of service (plus bank holidays).
• Performance‑related pay plan directly linked to company performance measures and targets.
• Generous Pension Scheme through AON.
• Access to benefits to support health, wellbeing and finances, such as annual health MOTs, physiotherapy and counselling, Cycle to Work schemes, shopping vouchers and life assurance.

We’re committed to being a great, diverse and inclusive place to work. We welcome applications from everyone and want to ensure you feel supported throughout the recruitment process. If you need any adjustments, whether that’s extra time, accessible formats or anything else, just let us know.

Disclaimer: due to the high volume of applications we receive, we may close the advert earlier than the advertised date, so we encourage you to apply as soon as possible to avoid disappointment.