Customer Liaison Lead

About The RoleRight across infrastructure, theres a requirement to not only maintain, but also renew and reimagine. Whatever stage youre at in your career, with us youll have an opportunity to grow and develop. Delivering essential infrastructure services for life, while being safety first and client and customer centric in a friendly, fun and respectful environment where you are encouraged to thrive.Where will you be working?We help our clients safeguard the water supply, improve environmental performance and manage demand for future generations. We enhance and extend asset life, ensuring compliance with water quality and environmental standards. Were problem solvers with over 140 years of combined experience in engineering and infrastructure.This role will be within our water and wastewater capital project delivery team. Our teams deliver large-scale capital programmes aimed at keeping water infrastructure resilient for the long-term while protecting the environment.Want to be a part of it?What will you be doing? Lead and develop a team of Customer Liaison Officers to deliver effective customer and stakeholder engagement across projects.Oversee customer impact assessments, communication plans, stakeholder strategies, reporting and KPI performance.Establish clear communication with customers, stakeholders, project teams and external parties.Ensure contractual, legal and statutory requirements are met.Monitor engagement outcomes, risks, issues, complaints and escalations.Provide guidance to project and site teams on customer-related matters.Drive continuous improvement, share best practice, and deliver inductions and customer training.Support team performance through regular one-to-ones, development reviews and effective people management.What youll bring Build trusted relationships with internal and external stakeholders.Understand C-MeX, D-MeX and performance impacts.Manage time, priorities and deadlines effectively.Communicate clearly in writing and verbally.Negotiate and manage stakeholder expectations.Demonstrate strong leadership and people management.Work collaboratively and support others.Stay self-motivated, customer-focused and delivery-driven.Work effectively under pressure.Whats in it for you?We offer a range of benefits designed to support your life in and out of work, some of which include; Contributory pension schemeOnline GP service, 24 hours a day, 365 days a yearEmployee assistance programmeMy Rewards portal, access to 1000s of retail discountsLife assuranceCycle to work, salary finance and give as you earn schemesEnhanced maternity, paternity leave and adoption leaveReward and recognition schemeRecommend a friend get rewarded for introducing people to us!In addition, this role offers; Company car and fuel card with a range of EV and hybrid vehicles to choose fromMy Car Choice our salary sacrifice EV/ Hybrid car schemePrivate health care single coverHealth Care Cash Plan, giving you the ability to claim back medical expenses for things like dental, eyecare and physiotherapy and much more!25 days annual leave plus bank holidaysDiscretionary bonus schemeAbout usWe want to be an employer of choice and a great place to work, attracting diverse and talented people, who join us and make a difference. Were one of the Top 100 UK companies actively supporting and recruiting veterans. Our ENABLE inclusion networks bring together people who have a shared passion, to help create an environment where everyone belongs.Our values help to shape our culture and how we work with one another. We recruit with these values in mind, to ensure your aspirations, and ways of working, align with ours. Were responsible and go further for our people, clients, communities and the planetWere open and seek new and better ways of exceeding expectationsWere together and as one team; the whole is greater than the sum of the partsWere ambitious and embrace opportunity, to lead essential infrastructure services for lifeWhether youre a trainee, apprentice or graduate, or progressing through your career, our people benefit from industry recognised programmes, training and development.Its an exceptional time to be a part of M Group.Please note: Occasionally, job adverts might be closed before the stated closing date. Do apply as soon as possible to ensure your application is considered.For certain roles, successful candidates will be subject to 3rd party background checks as part of the hiring process. Some roles require drug and alcohol testing as part of induction and onboarding.#MGroupWTPBN1_UKTJ