A leading provider of integrated highway maintenance and lighting solutions, this organisation is committed to delivering high-quality services that ensure the safety and functionality of the road network. Working closely with local authorities and stakeholders, they strive to minimise disruption and enhance communities through effective communication and operational excellence.
As a Customer Liaison Officer, you will play a vital role in ensuring seamless communication between residents, stakeholders, and the operational teams. You will be responsible for managing customer enquiries and complaints, coordinating responses to network-related issues, and keeping the public informed about planned and emergency works. This role involves site visits, engaging with stakeholders in person, over the phone, and in writing, as well as updating records using HIMS and CRM systems.
In short, you will:
Manage and update customer enquiries via HIMS and H&T CRM systems.
Act as a key point of contact for residents, businesses, and stakeholders affected by road maintenance works.
Organise and attend public meetings, consultations, and drop-in sessions.
Coordinate with supervisors and operational teams to ensure accurate communication on planned and emergency works.
Ensure all relevant parties are informed of road closures, diversions, and project progress.
Maintain records of all communications, complaints, and resolutions.
Support the enforcement team by issuing informal notices where required.
Work outside of standard hours when necessary, including attending council meetings and supporting emergency events.
You will have a strong background in customer service, ideally within highways or a similar industry. You will be proactive, organised, and confident in handling enquiries while prioritising public safety and minimising disruption.
You will be able to:
Communicate effectively with residents, stakeholders, and operational teams.
Manage workloads and respond promptly to queries and complaints.
Work independently, including periods of lone working while wearing a body camera.
Handle high-pressure situations while maintaining professionalism.
Demonstrate strong attention to detail in updating records and coordinating responses.
Desirable Experience:
Knowledge of highways term contracts and permit schemes (NRSWA & TMA).
Familiarity with Microsoft Office applications (Word, Excel).
UK Driving Licence (essential).
City & Guilds in Highway Maintenance Inspections (desirable).
