Customer Liaison Officer

About the role

The Customer Liaison Officer is responsible for delivering exceptional customer experiences across pre‑, during‑ and post‑project phases. The role ensures timely resolution of enquiries and complaints, driving high customer satisfaction scores.

Key responsibilities

• Take ownership of CARE activities (pre, during & post) to achieve exceptional customer feedback and satisfaction scores.
• Resolve customer enquiries and complaints within Day+1 working days, coordinating with call‑centre personnel.
• Support operational ownership of D+1 contact close‑out and achieve 80% walk‑off completion targets.
• Conduct measurable customer feedback activities such as surveys and courtesy calls, converting feedback into actionable improvements.
• Track and compile weekly and monthly customer experience KPIs and reports.
• Liaise with the planning manager to schedule Customer Liaison Officers on site projects.
• Act as an escalation point for major or repetitive complaints, agreeing on resolutions with customers and stakeholders.
• Manage vulnerable customers in line with GSOP3, ensuring replacement gas supplies are installed when requested.

Required profile

• Leadership qualities and ability to promote customer service standards.
• Strong health, safety and environment awareness, reporting near‑misses and hazards.
• Customer‑focused with relevant contract or service experience.
• Adaptability to changing customer needs and proactive improvement mindset.
• Effective interpersonal and influencing skills.
• Proven track record of meeting or exceeding performance targets and KPIs.
• Ability to work independently, prioritize tasks and use digital devices and built‑in applications.

Required skills