Customer Liaison Officer

About the role

The Customer Liaison Officer will be responsible for managing the full CARE cycle – pre, during and post – to ensure exceptional customer feedback and satisfaction. Working closely with the Customer Manager and planning team, you will resolve enquiries, handle complaints and support walk‑off activities on site.

Key responsibilities

• Take ownership of CARE activities (pre, during & post) to achieve high customer feedback and satisfaction scores.
• Resolve customer enquiries and complaints within D+1 working days, acting as an escalation point for major or repetitive issues.
• Deliver walk‑off post‑completion activities coordinated by the Customer Manager, ensuring successful visits and score capture.
• Track customer experience KPIs, compile weekly and monthly reports, and conduct trend analysis against failures.
• Engage customers through letters, drop cards and other communications within prescribed timeframes.
• Manage vulnerable customers in line with GSOP3, ensuring replacement gas supplies are installed when required.

Required profile

• Leadership ability to promote and embed customer service standards across teams.
• Strong health, safety and environment awareness, with the capacity to report near‑misses.
• Customer‑focused mindset with proven experience in contract or service‑oriented environments.
• Adaptability to changing customer needs and the ability to influence positive outcomes.
• Demonstrated track record of meeting or exceeding performance targets and KPIs.
• General knowledge of the gas/electric utility industry is desirable.

Required skills