Customer Liaison Officer

United Infrastructure is a dynamic and rapidly expanding business, focused on delivering critical infrastructure projects, across the utility and social infrastructure sectors.
Our team of highly skilled and hardworking specialists deliver innovative solutions to the complex challenges our clients face.
Our company is split into two business areas:
Utility Infrastructure –
Our team of Utility Infrastructure specialists design, build and maintain critical water, energy (gas), power and telecoms infrastructure, for the UK’s largest network owners and operators.
Social Infrastructure -
Our team of Social Infrastructure specialists revitalise homes and communities by carrying out a wide range of work, from retrofit to refurbishment, and maintenance.

Equal Opportunities Statement - At United Infrastructure, we are 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.

Job Title: Customer Liaison Agent

Responsible to: Senior Operations Manager / Customer Delivery Manager

Responsible for: Customer Communications & Notifications, Liaison with

External Stakeholders & Agencies, Engagement Plans, Reporting

Requirements, Contract Performance & GSS, Client Initiatives, Management of

Outsourced Services

Working Contacts: Operational Delivery Team, Client Customer Team,

Morrison & Client PR Teams, External Stakeholders & Agencies

Main Purpose of Job:

To plan and implement a co-ordinated programme of communications to

customers and strategic stakeholders in order to support the efficient delivery of

projects other the Framework for Mains Renewals programmes of work from

Southern Water (SW), in line with SW’s & UI Customer Excellence Guidelines.

To support the project delivery teams in all aspects of customer management;

to monitor and audit all customer care processes and procedures and to

manage the interface on customer care issues between SW, UI and the

stakeholder.

To work in liaison with UI Operational Staff, SW’s Customer Liaison Officers

and Public Relation Officers to provide a co-ordinated support to delivery

teams:

Ensure that the mutual reputations of both UI and SW are managed effectively.

Assist Communications and Stakeholder Engagement Manager in producing

SW & UI corporate literature – presentations, weekly lookaheads updates,

internet updates and newsletters. Which are fundamental in providing a unique

customer experience

Roles and Responsibilities

Strategic

Formulate communication strategies for the efficient delivery of projects

including: setting objectives; measures of evaluation; tone; positioning; key

messages; Qs&As stakeholder identification and engagement and the most

effective channels to use to achieve optimum impact.

Stakeholder Engagement/Management Provide support to the SW Project Managers and UI Site Agents by ensuring Customer Impact Assessments and Communications Plans are in place at project start up, are reviewed before every gateway and that action logs are followed up; Write, clear and issue prestart on site, start on site and update letters, weekly lookahead updated, whereabouts plans. All focused on providing a customer update and clear understanding on the work phasing. Carry out timely meetings and build relationships with affected/concerned stakeholders; (domestic and business customers, community groups), this will include pre commencement drop in events and parish meetings ahead of work commencement and throughout as required to ensure customers are keeped well informed during the scheme phases. Arrange and attend Third Party visits within the schemes allocated on a weekly base, being present in the workplace, coach installation teams on UI / SW customer approach and being a visible part of the project delivery team Respond to verbal or written customer enquiries/complaints within targeted timescales and ensure swift resolution and providing a written update on a shared UI / SW record log Respond to emergency calls from customers, if necessary, in person and providing a written update on a shared UI / SW record log Deliver briefings, training and toolbox talks to delivery teams and others on site on aspects of customer engagement Build relationships with internal teams - project delivery, HS&E Influence external peers to inform key business issues and enhance and protect SW & UI reputation. Brand Management Write, produce and update a range of communication materials including letters, Q+As, leaflets, information sheets and websites Screen all communications materials in line with SW’s Brand Guidelines and SW’s overall corporate messages (Customer Promises) Event management Organise, attend and host events such as Public Drop Ins/Meetings, Presentations and School visits etc. Reports and Audits Monitor and Audit SW’s Customer Excellence Guidelines Collect, collate, analyse and prepare data for the reporting of Key Performance Indicators on Customer KPIs for SW’s and UI monthly reports Collect internal and external customer feedback to assess the value and quality of Communications at all levels and maintain feedback records via targeted SW / UI agreed Framework Methods targeted at gaining feedback on the overall

delivery standards. Other Attend Weekly / Monthly SW & UI Communication Meetings. Prepare report for submission and providing scheme updates. Attend Client meetings as requested and prepare report for submission. Undertake site visits to accompany Operations / Ops managers / agents, customers, stakeholders Understand and implement the Quality, Safety and Environmental Policies and Targets; Comply, as appropriate, with the processes contained within the SW & UI BMS. Suggest improvements to the SW Customer Excellence Guidelines and UI BMS when they become apparent. Corporate Communications Suggest and write articles for inclusion on internet site and internal newsletter as required Prepare powerpoint presentations eg Toolbox Talks

LIMITS OF AUTHORITY: People: Cannot recruit, promote, discipline or dismiss line subordinates. Finance: Cannot exceed delegated financial authority. Policies/Objectives: Must work within SW & UI policies and objectives. Communication with External Parties: Cannot communicate with the media without prior authority.

Person Specification

KNOWLEDGE/EXPERIENCE

Essential:

Experience in Customer Management

Preferable:

Water/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 on multiple projects at once

EDUCATION/QUALIFICATIONS

Essential:

Graduate or equivalent

Current Driving Licence – essential car / van user

Preferable:

Experience in customer-facing or water industry roles

SKILLS

Well developed writing skills

Excellent people and influencing skills

Excellent Powerpoint skills

Negotiations Skills

Competent in use of standard software packages (word, excel, powerpoint etc)

Join us at United Infrastructure and be part of our mission to deliver innovative and sustainable solutions to the complex infrastructure needs of the UK.