Customer Liaison Officer

Customer Liaison Officer | Edinburgh | ££Negotiable DOE

Avenue is seeking an experienced and proactive Community Liaison Officer (CLO) to support the delivery of a major High Voltage (HV) cable installation project involving the construction of approximately 10km of trenching works between substations on the outskirts of Edinburgh.

The successful candidate will act as the primary interface between the project team and external stakeholders, ensuring effective communication, minimising disruption, maintaining positive relationships and protecting the reputation of the business throughout the project lifecycle.

Key Responsibilities

• Act as the primary point of contact for all external stakeholder communication associated with the project.
• Develop, implement and maintain a Stakeholder Engagement Plan and communication strategy.
• Build and maintain positive working relationships with:
  • Local residents and customers
  • Businesses affected by the works
  • Local community and neighbourhood groups
  • Local highways authorities
  • Bus operators and public transport providers
  • Emergency services
  • Schools, care homes and vulnerable customer groups
  • Elected members and local councillors
  • Client representatives and key project stakeholders
• Arrange and attend stakeholder meetings, public information events and community engagement sessions.
• Prepare and distribute advance notifications, newsletters, project updates and customer communications.
• Act as the first escalation point for customer concerns and complaints.
• Log, monitor and manage customer enquiries through to closure.
• Ensure all complaints are investigated promptly and corrective actions implemented where required.
• Identify vulnerable customers and ensure additional support measures are put in place.
• Liaise closely with highways authorities regarding planned roadworks, traffic management arrangements and access restrictions.
• Coordinate with bus operators regarding route changes, diversions and bus stop impacts.
• Ensure businesses, residents and stakeholders receive sufficient notice of any disruption.
• Attend coordination meetings relating to highways and traffic management.
• Maintain positive public perception of the project and the Opus brand.
• Monitor community concerns and identify emerging issues before escalation.
• Attend local forums and neighbourhood meetings as required.
• Identify opportunities for community engagement initiatives and positive project legacy activities.

Requirements

Essential

• Previous experience in a Community Liaison, Stakeholder Engagement or Customer Relations role.
• Experience working on utilities, civil engineering, highways or infrastructure projects.
• Strong communication and interpersonal skills.
• Ability to deal professionally with difficult or sensitive situations.
• Excellent organisational and reporting skills.
• Strong IT capability including Microsoft Office.
• Full UK Driving Licence.

Desirable

• Experience within power, utilities or major infrastructure projects.
• Knowledge of roadworks and traffic management processes.
• Knowledge of local authority engagement procedures.
• Understanding of CDM and construction environments.

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