Customer & Third-Party Liaison Officer

Role Overview 

We are seeking a proactive and personable Customer & Community Liaison Officer (CCLO) to act as the key interface between project delivery teams, customers, and local communities on behalf of Yorkshire Water. 

Working alongside a construction delivery partner, you will ensure that all stakeholders are informed, engaged, and supported throughout project lifecycles—minimising disruption and maintaining Yorkshire Water’s reputation for excellent customer service. 

Key Responsibilities 

Customer & Community Engagement 

• Act as the primary point of contact for customers, residents, businesses, and stakeholders affected by construction activities 

• Develop and deliver clear communication plans for works, including notifications, updates, and issue resolution 

• Build and maintain strong relationships with local communities, local authorities, and interest groups 

Communications & Stakeholder Management 

• Coordinate and deliver public engagement activities such as drop-in sessions, site visits, and community briefings 

• Prepare and distribute customer communications (letters, emails, social media updates where applicable) 

• Liaise with internal teams and subcontractors to ensure accurate and timely information is shared 

Customer Experience & Issue Resolution 

• Manage customer enquiries, feedback, and complaints in a professional and empathetic manner 

• Investigate and resolve issues quickly, escalating where necessary 

• Monitor customer satisfaction and identify opportunities for service improvement 

Project Support 

• Work closely with site managers and delivery teams to understand programme risks and impacts 

• Provide insight on local sensitivities and stakeholder concerns to support project planning 

• Ensure compliance with Yorkshire Water standards, regulatory expectations, and best practice in customer care 

Reporting & Documentation 

• Maintain accurate records of communications, complaints, and stakeholder interactions 

• Produce regular reports on customer feedback, KPIs, and engagement outcomes 

• Support audits and continuous improvement initiatives 

Skills & Experience 

Essential 

• Experience in a customer-facing or community engagement role (ideally in construction, utilities, or infrastructure) 

• Strong communication and interpersonal skills, with the ability to engage a wide range of stakeholders 

• Experience handling customer complaints and resolving issues effectively 

• Excellent organisational skills and attention to detail 

• Ability to work independently and manage multiple priorities 

Desirable 

• Experience working within water, utilities, or civil engineering sectors 

• Knowledge of Yorkshire region and local stakeholder landscape 

• Understanding of regulatory and customer service frameworks (e.g., Ofwat expectations) 

Personal Attributes 

• Empathetic, approachable, and customer-focused 

• Confident communicator with strong influencing skills 

• Resilient and calm under pressure 

• Proactive and solution-oriented 

• Flexible, with a willingness to travel to sites across Yorkshire