Customer Liaison Administrator
Customer Liaison Administrator
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Job Description
Customer Liaison Administrator
As a Customer Liaison Administrator you will support the delivery of excellent customer service by providing administrative and communication support to the customer liaison team. The role involves coordinating customer contact maintaining records handling queries and ensuring smooth flow of information between customers contractors and internal teams.
Duties and Responsibilities:
- Handle inbound and outbound communication with customers via phone email and letters ensuring clear and professional correspondence.
- Log and update customer enquiries feedback and complaints on internal systems or CRM software.
- Support the scheduling of appointments site visits or meetings with residents/customers and operational teams.
- Maintain accurate and up-to-date records of customer interactions issues and resolutions.
- Assist in the preparation and distribution of customer letters newsletters notices and project updates.
- Coordinate with project/site teams to ensure timely responses to customer concerns or issues.
- Monitor and manage shared inboxes escalating urgent matters appropriately.
- Produce weekly or monthly reports on customer interactions complaints and KPIs for internal use.
- Assist in customer satisfaction surveys and compiling responses for service improvement.
- Provide general administrative support including filing data entry document preparation and minute-taking at meetings.
Skills and Experience:
Essential:
- Previous experience in an administrative or customer service role
- Excellent written and verbal communication skills
- Strong attention to detail and ability to maintain accurate records
- Organised and able to manage competing priorities
- Proficient in Microsoft Office (Word Excel Outlook)
- Professional and polite telephone manner
Desirable:
- Experience in construction utilities or local authority environments
- Familiarity with CRM or housing management systems
- Knowledge of GDPR and confidentiality protocols
- Understanding of customer service standards or complaints procedures
Company Information:
OCU leads the way in end-to-end infrastructure engineering in the utilities digital and energy markets specialising in safely and efficiently delivering complex client requirements. Our breadth of capabilities and depth of operational capacity paired with our cutting-edge technology ensure that we are not just part of the market; we are leading it.
Working directly with many of the countrys leading power energy transition water telecoms and digital clients we are looking for the very best talent to join our growing team.
Employment Type
Full Time
