Established in 1994, OCU Group is one of the fastest growing utility engineering contractors in the UK, with a long successful track record in delivering customer-focused civil engineering solutions.
Working directly with many of the country’s leading blue-chip power, water, telecoms and rail clients, we are looking for the very best talent to join our growing team.
We pride ourselves on empowering our employees and offering opportunities for them to take control of their own personal development and career progression in a supportive environment.
We believe that being successful is a choice.
We choose to be successful.
We are OCU, ‘One Company United’.
Customer Liaison Officer
About the Role
We are seeking a proactive and customer-focused Customer Liaison Officer to join our team. In this role, you will act as the primary point of contact for our customers, ensuring every interaction is handled with professionalism, empathy, and efficiency. You will play a key role in enhancing the customer journey by resolving issues, building strong relationships, and contributing to continuous service improvement.
If you are passionate about delivering exceptional customer experiences and thrive in a fast-paced, people-focused environment, we would love to hear from you.
Key Responsibilities
Customer Interaction & Support
* Serve as the main point of contact for customers via phone, email, and in-person meetings.
* Provide accurate and timely information regarding products, services, pricing, billing, and general enquiries.
* Investigate and resolve customer complaints by working closely with internal departments to implement effective solutions.
* Maintain a professional, courteous, and empathetic approach in all customer interactions.
Relationship Management
* Build and maintain strong, long-lasting customer relationships.
* Proactively gather customer feedback to identify improvement opportunities.
* Work alongside sales and account management teams to identify upselling or cross-selling opportunities.
Record Keeping & Reporting
* Accurately record customer interactions, issues, and resolutions within the CRM system.
* Prepare reports on customer trends, feedback, and recurring issues for management review.
* Ensure all customer data is handled in accordance with data protection regulations.
Process Improvement
* Identify opportunities to improve customer service processes and enhance efficiency.
* Collaborate with cross-functional teams to implement service improvements.
* Stay informed about industry best practices and emerging customer service technologies.
Customer Education & Outreach
* Develop and share educational materials to help customers maximize product or service value.
* Support outreach campaigns promoting new features, updates, and events.
* Participate in customer-focused seminars, webinars, and events.
Skills & Experience
* Bachelor’s degree in Business Administration, Marketing, Communications, or related field (or equivalent experience).
* Proven experience in customer service, client relations, or a similar customer-facing role.
* Excellent verbal and written communication skills with strong empathy and interpersonal ability.
* Strong problem-solving skills with a proactive, solution-oriented mindset.
* Proficiency in CRM systems and Microsoft Office Suite.
* Ability to prioritize tasks and manage time effectively in a fast-paced environment.
* Positive attitude, resilience, and a genuine commitment to exceptional customer service.
Why Join Us?
* Opportunity to make a meaningful impact on customer satisfaction and business growth
* Collaborative and supportive team environment
* Professional development and growth opportunities
Driven by values, powered by inclusion.
At OCU, our values guide everything we do: integrity, collaboration, respect, innovation and one company united. They shape how we work with our clients, communities, and each other. We believe that inclusion is more than a principle — it’s the foundation of our success. By embracing equity and ensuring that every individual has the opportunity to thrive, we create a workplace where diverse perspectives are valued, and everyone feels they belong.
Together, we build stronger teams, deliver better outcomes, and grow in ways that reflect the communities we serve. If you want to be part of a culture where values matter and inclusion is at the heart of everything we do apply now and help us shape the future together.
If you are invited to progress in the recruitment process, will you require any reasonable adjustments to support you? Please let us know so we can ensure the process is accessible and fair for you. Any information you share will be treated confidentially and will only be used to support you during the recruitment process.