At a Glance
- Tasks: Engage with customers and stakeholders to ensure smooth project delivery and communication.
- Company: Join United Infrastructure, a fast-growing company in critical infrastructure projects.
- Benefits: Gain valuable experience, develop communication skills, and work in a supportive environment.
- Other info: Dynamic role with opportunities for growth and learning in the water and construction sectors.
- Why this job: Make a real difference by enhancing customer experiences in vital infrastructure projects.
- Qualifications: Customer management experience; strong writing and people skills are essential.
The predicted salary is between 30000 - 40000 £ per year.
United Infrastructure is a dynamic and rapidly expanding business focused on delivering critical infrastructure projects across utility and social infrastructure sectors.
Purpose: Plan and implement a coordinated programme of communications to customers and strategic stakeholders to support the efficient delivery of Southern Water Framework for Mains Renewals programmes, in line with Southern Water and United Infrastructure Customer Excellence Guidelines.
Key Responsibilities:
- Formulate communication strategies for project delivery, including objectives, evaluation measures, tone, positioning, key messages and channel selection.
- Provide stakeholder engagement and management support to Southern Water Project Managers and UI Site Agents, ensuring Customer Impact Assessments and Communications Plans are in place at project start‑up and reviewed at every gateway.
- Write, issue and update letters and communications for pre‑start, start‑on‑site and phase updates, maintaining clear customer updates.
- Coordinate and attend meetings with affected customers, domestic and business stakeholders, community groups, including pre‑commencement drop‑in events and parish meetings.
- Respond to verbal or written customer enquiries and complaints within targeted time‑frames, ensuring swift resolution and recording updates in shared UI/SW logs.
- Deliver briefings, training and toolbox talks on customer engagement to delivery teams and support staff.
- Build and maintain relationships with internal teams (project delivery, HS&E) and external peers to protect and enhance the SW & UI reputation.
- Write, produce and update communication materials (letters, Q&A, leaflets, information sheets and website content) in line with brand guidelines.
- Organise and attend public events such as drop‑in meetings, presentations, school visits and other stakeholder engagements.
- Monitor and audit compliance with Customer Excellence Guidelines, collect and analyse customer feedback, and prepare KPI reports for monthly SW & UI communication meetings.
- Attend client meetings as requested and support site visits to accompany Operations Managers, agents and customers.
- Comply with Quality, Safety and Environmental policies and contribute to improvements in the Customer Excellence Guidelines and UI BMS.
Person Specification:
Knowledge / Experience
- Essential: Experience in Customer Management.
- Preferable: Water or construction industry background; evidence of team working; willingness to learn web content management and online document management tools; awareness of corporate issues; ability to balance tasks across multiple projects; experience in customer‑facing or water industry roles.
Education / Qualifications
- Essential: Graduate or equivalent; Current driving licence (car/van).
- Preferable: Experience in customer‑facing or water industry roles.
Skills:
- Well‑developed writing skills.
- Excellent people and influencing skills.
- Excellent PowerPoint skills.
- Negotiation skills.
- Competent in standard software packages (Word, Excel, PowerPoint, etc.).
Equal Opportunities Statement: United Infrastructure is committed to making every interaction a positive and inclusive experience. If there is anything we can do to support you, remove barriers, or make the process more accessible, please let us know — we want this to be the best possible experience for you.
Customer Liaison Officer in Portsmouth employer: United Infrastructure Ltd
United Infrastructure is an exceptional employer that prioritises employee growth and development within a supportive and inclusive work culture. As a Customer Liaison Officer, you will have the opportunity to engage with diverse stakeholders while contributing to vital infrastructure projects, all within a dynamic environment that values communication and collaboration. With a commitment to excellence and a focus on customer satisfaction, United Infrastructure offers a rewarding career path where your contributions truly make a difference.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Liaison Officer in Portsmouth
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at United Infrastructure Ltd. 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 United Infrastructure Ltd 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 in Portsmouth
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 United Infrastructure Ltd:Your cover letter is your chance to shine! Tell us why you want to work at United Infrastructure Ltd 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 United Infrastructure Ltd!
How to prepare for a job interview at United Infrastructure Ltd
✨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.
