Customer Liaison Officer

Working here isnt just a job. You can advance your career at Avove, and well reward you with a range of benefits that recognise great work. We provide full training and continuous development to help you reach your potential. We strive to create an inclusive working environment where everyone can be themselves. Join us and take the next step towards a fulfilling career.

About the role

The Customer Liaison Officer is to play a pivotal role in communicating our programme of works to customers and stakeholders across the region. This position will involve proactively reaching out to all customers, using available contact details to inform them of appointment times and dates for scheduled work. You will be responsible for capturing a comprehensive range of customer requirements, from access arrangements to any structural concerns, ensuring that no detail is overlooked.

This is a full-time permanent role and will be based at our office in Brighouse along with working from home on a hybrid basis.

What will your day look like

• Be responsible for managing an array of customer and client enquiries via telephone, in person, website and email channels.
• Ensuring the highest level of customer service is achieved to both external and internal customers, providing excellent customer satisfaction every time.
• Ensure that all client and customer operational requirements are met in a professional and efficient manner, by managing your time efficiently and prioritising contacts accordingly.
• Maintain and update customers and company/client information databases and ensure that all issues are recorded thoroughly and escalated appropriately.
• Take ownership of tasks including resolution of any issues that might arise.
• Manage the resolution of customer complaints within given timescales and keeping within company KPIs and SLAs.

About you

Are you a skilled Customer Liaison Officer with strong people management abilities and the capability to communicate clearly and professionally, both in writing and verbally. The ideal candidate will possess excellent IT skills, particularly with Microsoft Office applications such as Word, Excel, and Outlook, and have a proven track record in a customer support role. Previous experience in the utilities sector is highly desirable, as it will help you navigate the unique challenges of our industry. You will be responsible for managing customer interactions with empathy and professionalism, ensuring that all concerns are addressed promptly and effectively while maintaining strong relationships with both customers and stakeholders.

Whats in it for you

We offer a rewarding salary that is tailored to your skills and experience. But thats not all! We celebrate hard work and give recognition to our colleagues. In addition to this, we understand that one size doesnt fit all so everyone has access to a variety of flexible benefits that work for you.

• 24 days holiday plus bank holidays
• Company pension scheme
• Life assurance
• Private GP Helpline & Health Cash Plan
• Avove Discount Scheme
• Family friendly policies
• A selection of lifestyle benefit options
• Financial wellbeing programme
• Employee assistance program for health and wellbeing and onsite mental health first aiders to support our colleagues
• We love to give back so we offer you volunteering days in your community and charity matched giving where we will boost your fundraising.

About us

We design, build and maintain the UKs utilities infrastructure to help transform local communities for the better. We provide cutting-edge and sustainable engineering solutions and play a critical role in helping to keep the water running, the lights on and people connected.

We are an expert, responsible and agile partner, providing vital services to water, power and telecommunications sectors. We work closely with our clients to help protect and improve their assets, enhance customer experience and protect the natural environment. Everything we do is designed to drive continual improvement and move life forward.

We are proud to work in partnership with leading utility providers, including Severn Trent, United Utilities, Yorkshire Water, Northern PowerGrid, Northumbrian Water Group, Scottish Power Energy Networks and Scottish Water

We are an equal opportunities employer...

We welcome applications from candidates of all races, genders, disabilities, religions, ages and sexual orientations. We know that having a diverse workforce encourages new perspectives, inspires creativity and creates an engaging workplace and we are committed to creating an inclusive environment where all colleagues can thrive. When it comes to inclusion, were making sure we keep up the progress with our Communities of Practice, who help us do just that.

What next...

We encourage you to apply for this role as soon as you can. We recognise talent waits for no one, so we progress candidates individually through all stages of recruitment process.

If you have any questions, please reach out for an informal discussion.

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