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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