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Vacancy for Customer Liaison Officer

Reports to:                    Head of Customer

Direct reports:               None

Liaising with:                 Client, Customer, Site Operatives and Supervisors, members of the Public

Hours of work:              07:30 – 17:30 (1 hour for lunch)

Location:                      Based at Lea Bridge Road, East London, but will involve some travel to other offices around London

Job Purpose:

To provide the highest quality customer service to residents and businesses impacted by J Browne projects. Acting as a friendly and professional point of contact for J Browne to assist customers and support in the smooth delivery of projects.

Key Duties:

To execute the customer communication strategies on all J Browne related works:

  • Deliver mailshots to residents and businesses

  • Hold drop-in sessions

  • Engage with local residents and businesses to capture customer issues and concerns

Attend to and resolve customer enquiries and complaints, both by telephone and in person, relating to the works.

Liaise with J Browne operations teams to ensure the customer communication timelines and progress updates are in line with the overall operational plan.

Provide feedback to the J Browne management on any customer problem/complaints which may impact the contract.

Provide high quality information and service to meetthe needs of Thames Water and other clients (internal and external) to project andpromote the customer-centricity of J Browne.

Compile and regularly review the customer liaison collateral.

Refer any technical enquiries to the appropriate area within J Browne, ensuring company procedure is followed.

Maintaining a good working relationship with Thames Water customer service department.

Carry out relevant clerical duties and day-to-day high level reporting related to customer service duties

Assist in the development of key procedures and maintain working knowledge of various systems, both internal and external

Deal with all requests from Operations promptly, efficiently and courteously.

Experience Required

  • Minimum of 5 years Customer Service experience: extensive experience in dealing with the general public on service-related issues both in person and via telephone and e-mail.
  • Proficient in using MS Excel and MS Word
  • Adaptability to using new systems: VISTEC, Eagle or View Tool, JMS, GISMO (Client systems)

Desirable Qualifications

  • NRSWA Streetworks accreditation

If you are interested in this role, please email your details to

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