Customer Liaison Officeer

• Location: Water_Port Solent
• esponsible 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.

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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.