The Role
You will act as the third‑party liaison across projects from feasibility through to completion on site. This is a broad and dynamic role covering key areas such as customer liaison, local authority and highways engagement, and championing social value and sustainability within the region.
Key Responsibilities – Strategy
* Support project teams to identify key stakeholders and develop appropriate management strategies at project outset.
* Manage highway noticing and statutory undertakers (STATS) plan requests as required, coordinating with project teams.
* Build and maintain strong working relationships with clients to define and deliver effective customer strategies.
* Apply customer management processes by incorporating the voice of the customer during planning and delivery.
* Develop and maintain project‑specific stakeholder management plans, providing regular updates throughout the project lifecycle.
* Prepare annual regional social value and sustainability plans, including project‑specific targets and initiatives.
* Identify, plan, and help deliver measurable social value and sustainability outcomes for each project.
Insights and Analysis
* Monitor and evaluate customer experience metrics to produce meaningful insights and identify trends.
* Ensure project plans maximise customer satisfaction, social impact, and alignment with local community needs.
* Measure and report on customer satisfaction and social value KPIs.
* Provide feedback and recommendations to clients and project teams to improve customer outcomes.
Performance
* Engage with client stakeholder groups to strengthen and enhance customer relationships.
* Work collaboratively with clients and internal teams to develop digital engagement methods (e.g., social media, blogs, apps) for improved communication.
* Coordinate with design and delivery teams to ensure project deliverables provide an excellent customer experience.
* Partner with stakeholders to align methodologies and insights that promote exceptional customer and sustainability results.
Community and Engagement
* Support clients in meeting their customer engagement targets and promote key messages within local communities.
* Champion civil engineering as a career choice through participation in STEM and outreach events.
* Engage with local communities to identify service issues, access needs, and support for vulnerable groups.
* Keep residents and community members informed of project plans and updates; support and attend public consultation sessions.
* Share knowledge and provide training to site teams on public relations and sustainability best practices.
* Assist in planning and delivering internal and external engagement events.
About You
Essential
* Proven experience in a customer‑ or community‑focused role.
* Experience in delivering service improvements, research insights, and analytics.
* Strong presentation skills, with the ability to communicate insights visually and verbally.
* Excellent interpersonal, organisational, and time management skills.
* Empathy and understanding of customer and community needs.
* Proficiency with Microsoft Office applications.
* Full driving licence.
Desirable
* Experience within the civil engineering, construction, or infrastructure sectors.
Benefits
* Competitive salary
* Company pension scheme
* Life assurance
* Private medical insurance
* 25 days of annual leave plus 8 public bank holidays and additional loyalty days
* 8 hours of paid volunteering leave per year
* Employee Assistance Programme providing mental, physical, and financial wellbeing support
* Flexible benefits available through salary sacrifice
* Company vehicle or car allowance
* Leadership and management training, plus ongoing coaching and development opportunities
* Regular performance reviews and career progression support
* Access to internal and external training programmes
* Long service recognition awards
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