Customer Liaison Officeer

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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