Stakeholder and Customer Liaison Manager

Are you a Customer Liaison Officer or Customer Manager looking for your next role?

We have an exciting opportunity with a leading contractor who are looking for a experienced  Customer Liaison Manager starting on a contract basis, offering up to £40,000 per annum salary.

You will be in charge of building and maintaining effective relationships with a variety of internal and external parties involved in the delivery of water utilities construction projects.

The ideal person will work in partnership with the project managers, site teams, clients, contractors, and third parties to ensure clear communication, collaboration, and coordination of project activities and outcomes.

Office locations will be Redhill and Hampton Court.

A full clean driving licence is essential for this role due to the locations of the sites.

Key Responsibilities:

• Identify, analyse, and map the key stakeholders and customers for each project, including their interests, expectations, and influence.
• Develop and implement stakeholder and customer engagement strategies and plans for each project, aligned with the project objectives, scope, and schedule.
• Establish and maintain regular and effective communication channels with the stakeholders and customers, using appropriate methods and tools, such as newsletters, emails, meetings, workshops, surveys, etc.
• Monitor and evaluate the stakeholder and customer engagement activities and outcomes, and report on the progress, feedback, and issues to the project managers and senior management.
• Manage and resolve any conflicts, disputes, or complaints that may arise from the stakeholders and customers and escalate them as necessary.
• Build and maintain positive and productive relationships with the stakeholders and customers, and foster a culture of trust, cooperation, and mutual respect.
• Provide advice and guidance to the project managers and site teams on stakeholder and customer-related matters, such as customer service, public relations, community engagement, environmental impact, health and safety, etc.
• Liaise and coordinate with the relevant internal and external parties, such as the client, contractors, consultants, suppliers, regulators, authorities, landowners, network rail, etc., to ensure compliance with the contractual, legal, and statutory requirements.
• Identify and manage any risks, opportunities, or changes that may affect the stakeholder and customer engagement or the project delivery, and communicate them to the project managers and senior management.
• Contribute to the continuous improvement of the stakeholder and customer management processes and practices, and share best practices and lessons learned with the team and the organisation.

Requirements:

• Strong Customer Liaison skills
• Be highly organised and able to prioritise own workload
• Ability to build rapport over the phone and in person
• Excellent communication skills
• IT skills particularly MS Word and Excel
• STEM Ambassador a bonus but not a requirement.
• Full driving licence

If interested, please do apply with you up to date CV and we will be in touch if successful.

Mario

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