Customer & Third-Party Liaison Officer
United Infrastructure is a dynamic and rapidly expanding business, focused on delivering critical infrastructure projects, across the utility and social infrastructure sectors.
Our team of highly skilled and hardworking specialists deliver innovative solutions to the complex challenges our clients face.
Our company is split into two business areas:
Utility Infrastructure –
Our team of Utility Infrastructure specialists design, build and maintain critical water, energy (gas), power and telecoms infrastructure, for the UK’s largest network owners and operators.
Social Infrastructure -
Our team of Social Infrastructure specialists revitalise homes and communities by carrying out a wide range of work, from retrofit to refurbishment, and maintenance.
Equal Opportunities Statement - At United Infrastructure, we are committed to making every interaction a positive and inclusive experience. If there is anything we can do to support you, remove barriers, or make the process more accessible, please let us know — we want this to be the best possible experience for you.
Role Overview
We are seeking a proactive and personable Customer & Community Liaison Officer (CCLO) to act as the key interface between project delivery teams, customers, and local communities on behalf of Yorkshire Water.
Working alongside a construction delivery partner, you will ensure that all stakeholders are informed, engaged, and supported throughout project lifecycles—minimising disruption and maintaining Yorkshire Water’s reputation for excellent customer service.
Key Responsibilities
Customer & Community Engagement
Act as the primary point of contact for customers, residents, businesses, and stakeholders affected by construction activities
Develop and deliver clear communication plans for works, including notifications, updates, and issue resolution
Build and maintain strong relationships with local communities, local authorities, and interest groups
Communications & Stakeholder Management
Coordinate and deliver public engagement activities such as drop-in sessions, site visits, and community briefings
Prepare and distribute customer communications (letters, emails, social media updates where applicable)
Liaise with internal teams and subcontractors to ensure accurate and timely information is shared
Customer Experience & Issue Resolution
Manage customer enquiries, feedback, and complaints in a professional and empathetic manner
Investigate and resolve issues quickly, escalating where necessary
Monitor customer satisfaction and identify opportunities for service improvement
Project Support
Work closely with site managers and delivery teams to understand programme risks and impacts
Provide insight on local sensitivities and stakeholder concerns to support project planning
Ensure compliance with Yorkshire Water standards, regulatory expectations, and best practice in customer care
Reporting & Documentation
Maintain accurate records of communications, complaints, and stakeholder interactions
Produce regular reports on customer feedback, KPIs, and engagement outcomes
Support audits and continuous improvement initiatives
Skills & Experience
Essential
Experience in a customer-facing or community engagement role (ideally in construction, utilities, or infrastructure)
Strong communication and interpersonal skills, with the ability to engage a wide range of stakeholders
Experience handling customer complaints and resolving issues effectively
Excellent organisational skills and attention to detail
Ability to work independently and manage multiple priorities
Desirable
Experience working within water, utilities, or civil engineering sectors
Knowledge of Yorkshire region and local stakeholder landscape
Understanding of regulatory and customer service frameworks (e.g., Ofwat expectations)
Personal Attributes
Empathetic, approachable, and customer-focused
Confident communicator with strong influencing skills
Resilient and calm under pressure
Proactive and solution-oriented
Flexible, with a willingness to travel to sites across Yorkshire
Join us at United Infrastructure and be part of our mission to deliver innovative and sustainable solutions to the complex infrastructure needs of the UK.