Network Plus

Maintains, builds, and delivers utility infrastructure

Customer Liaison Officer

Customer SupportUpdated on Nov 13

Full-timeExeter, UK£28k - £33k /yr

About the Job

Requirements

Previous experience in a similar customer-focused role.
Effective internal and external stakeholder management.
Comprehensive knowledge of the water industry and willingness to learn.
Effective verbal and written communication skills, with the ability to engage stakeholders at any level.
Willingness to challenge processes and implement changes where necessary.
Ability to coach people working within the team and wider network.
Ability to analyse data and identify improvements that positively affect performance.

Responsibilities

Act as the primary point of contact for customers regarding water and wastewater service projects across the South West.
Address and resolve customer complaints, inquiries, and service issues promptly with internal customer and stakeholder teams for the project.
Coordinate between customers and operational teams to schedule repairs, maintenance, and service interruptions.
Build and maintain relationships with customers, local authorities, and community representatives.
Provide customers with clear, timely updates about ongoing projects, planned works, and disruptions.
Manage customer communications during water supply or wastewater emergencies, ensuring timely updates and resolutions.
Maintain accurate records of customer interactions, inquiries, and resolutions.
Gather customer feedback to improve service delivery and identify trends or recurring issues.
Escalate complex or unresolved issues to the appropriate departments or management teams.
Support public awareness initiatives related to water conservation, wastewater management, and service enhancements.
Prepare and submit regular reports on customer interactions, complaints, and satisfaction levels.
Attend public meetings or community events to address concerns and share project details.

As part of the Customer team working with our Water & Waste replacement delivery partners to inform, communicate and liaise with customers along their journey with us in providing a safe and reliable, utility network across the South West.

Working to create an exceptional customer experience whilst we replace the gas pipes in the road and to their property.

Customer Communication – Act as the primary point of contact for customers regarding water and wastewater services projects across the South West.

Issue Resolution – Address and resolve customer complaints, inquiries, and service issues promptly within internal customer and stakeholder for the project.

Service Coordination – Coordinate between customers and operational teams to schedule repairs, maintenance, and service interruptions.

Stakeholder Engagement – Build and maintain strong relationships with customers, local authorities, and community representatives.

Project Updates – Provide clear, timely updates to customers about ongoing projects, planned works, or disruptions.

Emergency Response – Manage customer communications during water supply or wastewater emergencies, ensuring timely updates and resolutions.

Information Management – Maintain accurate records of customer interactions, inquiries, and resolutions.

Feedback Collection – Gather customer feedback to improve service delivery and identify trends or recurring issues.

Complaint Escalation – Escalate complex or unresolved issues to the appropriate departments or management teams.

Awareness Campaigns – Support public awareness initiatives related to water conservation, wastewater management, and service enhancements.

Report Generation – Prepare and submit regular reports on customer interactions, complaints, and satisfaction levels.

Community Engagement – Attend public meetings or community events to address concerns and share project details.

Previous experience in a similar, customer focused role
Effective internal and external stakeholder management.
Comprehensive knowledge of the water industry & willingness to learn
Enthusiastic and self-motivated
Effective verbal and written communication skills with the ability to engage with stakeholders at any level
Willingness to challenge processes and implement change where necessary
Ability to coach those working within your team and wider network
Ability to analyse data and understand how to make improvements which will have a positive impact on performance

About the Company

Network Plus

Maintains, builds, and delivers utility infrastructure

Network Plus provides utility and infrastructure services across the UK, supporting the maintenance, construction, and delivery of essential services in sectors such as wastewater, power, local infrastructure, gas, telecoms, and water. It delivers end-to-end solutions for infrastructure projects, handling planning, design, construction, and ongoing maintenance, with revenue generated mainly through long-term contracts with clients like local authorities and large utility companies. The company differentiates itself through a strong emphasis on safety, efficiency, and the adoption of new technologies and methods to improve service delivery on large-scale projects that require specialized equipment and expertise. Its goal is to ensure critical infrastructure remains reliable and efficient, supporting sustainable operations and long-term client relationships.

Company size: 1,001-5,000
Company stage: Not listed
Total funding: Not listed
Headquarters: Salford, United Kingdom
Founded: 2000

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