Customer Liaison

Are you a great communicator who thrives on making a difference? In this role, you'll be a Customer Liaison for the Wastewater area in Thames Valley, managing a dynamic caseload and taking full ownership of your area, investigating and resolving customer complaints, with waste team members. Proactively managing customers during events, liaising with Customer reps during events. Communicating with customers via telephone, email and site visits, ensuring we follow our brand and regulatory guidelines, keeping them updated throughout their journey. Collaborating with various teams across the business to find timely and effective resolutions. Main point of contact for case managers. Negotiating or escalating unresolved issues to achieve the best outcomes for both the customer and the company, and resolving customer concerns efficiently. Following company policies while thinking creatively to deliver the right solutions. Controlling the customer journey to make it as positive as possible while maintaining accountability at every step. Balancing customer satisfaction with the financial considerations of the business. You'll be the voice of TW and the person the customer can trust within our company. You'll have the chance to build meaningful relationships, acting as a single point of contact to resolve customer complaints and turn challenging situations into positive experiences. You'll be attending site visits with members of the teams, be the main contact for the customers, and then keep them informed every step of the way. You will work closely with team members in the area, taking ownership of your area within Thames Valley. You'll manage your own activities, coordinate with colleagues, and ensure every customer is informed, taking a proactive approach to events.ResponsibilitiesManaging a dynamic caseload and taking full ownership of your area, investigating and resolving customer complaints, with waste team members.Proactively managing customers during the events, liaising with Customer reps during events.Communicating with customers via telephone, email and site visits, ensuring we follow our brand and regulatory guidelines, keeping them updated throughout their journey.Collaborating with various teams across the business to find timely and effective resolutions.Main point of contact for case managers.Negotiating or escalating unresolved issues to achieve the best outcomes for both the customer and the company, and resolving customer concerns efficiently.Following company policies while thinking creatively to deliver the right solutions.Controlling the customer journey to make it as positive as possible while maintaining accountability at every step.Balancing customer satisfaction with the financial considerations of the business.Voice of TW and the person the customer can trust within our company.Build meaningful relationships, acting as a single point of contact to resolve customer complaints and turn challenging situations into positive experiences.Attend site visits with members of the teams, act as the main contact for the customers, and keep them informed every step of the way.Work closely with team members in the area, taking ownership of your area within Thames Valley.Manage your own activities, coordinate with colleagues, and ensure every customer is informed, taking a proactive approach to events.QualificationsA passion for delivering exceptional customer service and excellent communication skills, telephone and face-to-face.Ability to explain complex information in an easy-to-understand manner.Resilience and adaptability, able to manage challenging cases while staying professional and impartial.Strong negotiation skills to achieve successful outcomes with customers and internal teams.A problem‑solving mindset with a commitment to taking ownership and delivering results.Technical skills – proficient in MS Office (Excel, Outlook, Word) and comfortable using operational systems like Salesforce, GIS.Commercial awareness to balance customer needs with business goals.Confidence in building strong relationships with customers and stakeholders.Decisiveness in resolving queries and a calm approach under pressure in a target‑driven environment.Flexibility and adaptability to handle changing priorities in a reactive environment with ease.Full UK driving licence essential.EEO StatementDisability Confident. A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. For more details please go to .BenefitsOffering a salary between £34,000 - £40,000 per annum depending on skills and experience.26 days holiday per year, increasing to 30 with the length of service (plus bank holidays).Benefits on Tap, access to discounts, cashback and instant vouchers.Generous Paternity Leave, including 4 weeks paid and an optional 2 weeks unpaid.Enhanced Maternity Leave, 26 weeks full pay and 13 weeks half pay.Ongoing performance development reviews to help you be your best and identify growth opportunities.Access to lots of benefits to help you take care of you and your family's health and wellbeing, and your finances - from annual health MOTs and access to physiotherapy and counselling, to Cycle to Work schemes, shopping vouchers and life assurance. #J-18808-Ljbffr