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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
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Support project teams to identify key stakeholders and develop appropriate management strategies at project outset.
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Manage highway noticing and statutory undertakers (STATS) plan requests as required, coordinating with project teams.
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Build and maintain strong working relationships with clients to define and deliver effective customer strategies.
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Apply customer management processes by incorporating the voice of the customer during planning and delivery.
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Develop and maintain project-specific stakeholder management plans, providing regular updates throughout the project lifecycle.
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Prepare annual regional social value and sustainability plans, including project-specific targets and initiatives.
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Identify, plan, and help deliver measurable social value and sustainability outcomes for each project.
Insights and Analysis
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Monitor and evaluate customer experience metrics to produce meaningful insights and identify trends.
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Ensure project plans maximise customer satisfaction, social impact, and alignment with local community needs.
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Measure and report on customer satisfaction and social value KPIs.
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Provide feedback and recommendations to clients and project teams to improve customer outcomes.
Performance
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Engage with client stakeholder groups to strengthen and enhance customer relationships.
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Work collaboratively with clients and internal teams to develop digital engagement methods (e.g., social media, blogs, apps) for improved communication.
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Coordinate with design and delivery teams to ensure project deliverables provide an excellent customer experience.
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Partner with stakeholders to align methodologies and insights that promote exceptional customer and sustainability results.
Community and Engagement
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Support clients in meeting their customer engagement targets and promote key messages within local communities.
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Champion civil engineering as a career choice through participation in STEM and outreach events.
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Engage with local communities to identify service issues, access needs, and support for vulnerable groups.
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Keep residents and community members informed of project plans and updates; support and attend public consultation sessions.
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Share knowledge and provide training to site teams on public relations and sustainability best practices.
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Assist in planning and delivering internal and external engagement events.
About You
Essential
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Proven experience in a customer- or community-focused role.
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Experience in delivering service improvements, research insights, and analytics.
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Strong presentation skills, with the ability to communicate insights visually and verbally.
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Excellent interpersonal, organisational, and time management skills.
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Empathy and understanding of customer and community needs.
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Proficiency with Microsoft Office applications.
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Full driving licence.
Desirable
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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
