Customer Liaison Officer

Customer Liaison Officer - Durham

This role focuses on two local authority schemes, requiring close engagement with residents, business owners, and key stakeholders impacted by construction works. As the first point of contact, you will play a critical role in ensuring clear communication, managing enquiries, and maintaining positive relationships with the local community. Our client is looking for a confident, approachable, and proactive individual who can handle public concerns professionally, support corporate communications, and assist with community engagement initiatives.

Key Responsibilities
- Act as the first point of contact for residents, shop owners, and key stakeholders.
- Manage and respond to public enquiries, complaints, and compliments via the dedicated project email account.
- Record all interactions in the designated project log to ensure transparency and accountability.
- Arrange face-to-face visits with businesses and residents directly impacted by construction activities.
- Organise and facilitate Visitor Centre events (where applicable), such as community drop-in sessions, school visits, and stakeholder meetings.
- Provide guidance and training to site teams on effective stakeholder engagement and conflict resolution.
- Work closely with the Corporate Communications Team and Site Team to ensure a consistent and coordinated approach to messaging.
- Support the Corporate Communications Team with press releases, social value initiatives, and PR events.
- Assist in updating the project website with key information, ensuring stakeholders remain informed.
- Attend monthly progress meetings to provide updates on community engagement, address concerns, and highlight any potential issues.
- Handle claims and complaints in line with Group insurance protocols, ensuring efficient resolution within agreed timescales.
- Accurately log, investigate, and follow up on complaints and incidents, providing feedback to the project team to reduce recurrence.
- Ensure all queries and concerns are addressed professionally and efficiently, maintaining high levels of customer satisfaction.
- Prepare weekly and monthly reports detailing stakeholder engagement activities, public feedback, and any issues raised.
- Ensure compliance with Health & Safety, GDPR, and safeguarding policies when handling public information.
- Uphold the companys core values of care, trust, integrity, respect, and collaboration.

Key Success Measurements
- The successful candidate will be evaluated based on:
- Professionalism and ability to represent the company positively.
- Customer satisfaction levels from public and stakeholder feedback.
- Strong organisational skills and ability to meet deadlines.
- Timely response to public queries and complaints.
- Effective communication and relationship-building with stakeholders.

Experience & Qualifications
- Full UK driving licence (essential).
- Minimum 2 years experience in a customer service, stakeholder engagement, or administrative role (essential).
- Strong IT skills with proficiency in Microsoft Office.
- Experience in updating websites or handling social media (desirable).
- Background in communications, PR, or marketing (desirable).
- General understanding of the construction sector (desirable).

This role offers a unique opportunity to make a meaningful impact by ensuring effective communication between construction teams and local communities. If you have a passion for customer service, stakeholder engagement, and public relations, and want to play a vital role in delivering major infrastructure projects, we encourage you to apply. For more information on this role please contact Jack Burton on 07809426902 or via email on jack.burton@anderselite.com