At a Glance
- Tasks: Engage with customers and stakeholders to ensure smooth project delivery and positive experiences.
- Company: Join a rapidly expanding infrastructure company committed to inclusivity and equal opportunities.
- Benefits: Competitive salary, career development, and a supportive work environment.
- Other info: Dynamic role with opportunities for growth and learning in the infrastructure sector.
- Why this job: Make a real difference in community projects while enhancing your communication skills.
- Qualifications: Graduate or equivalent with customer management experience; driving licence required.
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. Our two business areas are Utility Infrastructure and Social Infrastructure. We are committed to equal opportunities and to making every interaction a positive and inclusive experience.
Responsibilities
- Plan and implement a coordinated programme of communications to customers and strategic stakeholders to support efficient delivery of projects within the Framework for Mains Renewals from Southern Water (SW).
- Support project delivery teams in all aspects of customer management, monitor and audit customer care processes, and manage interface on customer care issues between SW, United Infrastructure (UI) and stakeholders.
- Collaborate with UI Operational Staff, SW Customer Liaison Officers and Public Relation Officers to provide coordinated support to delivery teams; help manage reputations of UI and SW.
- Assist Communications and Stakeholder Engagement Manager in producing SW & UI corporate literature, including presentations, weekly lookaheads, internet updates and newsletters.
- Strategically formulate communication plans for project delivery, including objectives, evaluation measures, tone, positioning, key messages, Q&As, stakeholder identification and engagement, and channel selection.
- Provide support to SW Project Managers and UI Site Agents by ensuring Customer Impact Assessments and Communications Plans are in place at project start-up and reviewed at gateways, with action logs followed up.
- Draft, clear and issue letters (pre-start, start on site) and updates; maintain weekly lookaheads and whereabouts plans to inform customers about work phasing.
- Conduct timely meetings and build relationships with affected/concerned stakeholders (domestic and business customers, community groups); organise pre-commencement drop-ins and parish meetings as required.
- Arrange and attend third-party visits within schemes weekly; be present on site to coach installation teams on customer approach and participate in project delivery teams.
- Respond to verbal or written customer enquiries/complaints within targeted timescales with written updates on shared UI/SW records.
- Respond to emergency customer calls as necessary and provide written updates on shared records.
- Deliver briefings, training and toolbox talks to delivery teams on customer engagement.
- Build relationships with internal teams (project delivery, HS&E) and influence external peers to inform key business issues and protect SW & UI reputation.
- Brand management: write and update communication materials (letters, Q&As, leaflets, information sheets) and screen material against SW’s Brand Guidelines and corporate messages.
- Organise, attend and host events such as public drop-ins, meetings, presentations and school visits.
- Monitor and audit SW’s Customer Excellence Guidelines; collect and analyse data for KPI reporting; gather internal and external customer feedback and maintain records.
- Attend weekly/monthly SW & UI communication meetings; prepare scheme updates and reports for submission; attend client meetings as requested.
- Undertake site visits with Operations/Managers/agents, customers and stakeholders; understand and implement Quality, Safety and Environmental Policies; comply with SW & UI policies.
- Suggest improvements to SW Customer Excellence Guidelines and UI Business Management System (BMS).
Qualifications
- Essential: Graduate or equivalent; current driving licence (car/van).
- Essential: Experience in customer management.
- Preferable: Water/construction industry background; evidence of teamwork; willingness to learn web content management and online document management tools; awareness of corporate issues; ability to balance tasks on multiple projects.
- Skills: Well-developed writing skills; excellent people and influencing skills; excellent PowerPoint skills; negotiation skills; proficiency with standard software (Word, Excel, PowerPoint).
Roles located within the United Infrastructure environment; standard corporate communications and engagement duties apply.
Customer Liaison Officer in Portsmouth employer: United Infrastructure Water Limited
United Infrastructure is an exceptional employer that prioritises inclusivity and employee development, making it an ideal place for those looking to grow in the customer management field. With a strong commitment to equal opportunities, a collaborative work culture, and a focus on delivering impactful infrastructure projects, employees can expect meaningful engagement and support in their professional journey. Located within a dynamic environment, team members benefit from hands-on experience and the chance to influence key business outcomes while fostering positive relationships with stakeholders.
Contact Details:
United Infrastructure Water Limited Recruitment Team
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 Water 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 United Infrastructure Water 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 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 Water Limited:Your cover letter is your chance to shine! Tell us why you want to work at United Infrastructure Water 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 United Infrastructure Water Limited!
How to prepare for a job interview at United Infrastructure Water 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.
