Customer Liaison Officer

About the role

Job Title: Customer Liaison Officer

Location: East Sussex

Company: Balfour Beatty

About the Role

Balfour Beatty Living Places is seeking a proactive and customer-focused Customer Liaison Officer to join our East Sussex Highways team. This is an exciting opportunity to play a key role in maintaining strong relationships with elected members, parish councils, East Sussex County Council representatives and other key stakeholders.

As a Customer Liaison Officer, you will act as a trusted point of contact, ensuring stakeholders are kept informed of highway activities, roadworks and service updates. You will help deliver a positive customer experience by managing enquiries, resolving concerns and supporting effective communication between the business and its stakeholders.

What you'll be doing

Key Responsibilities

• Act as the primary point of contact for assigned stakeholders, building and maintaining strong, trusted relationships.
• Provide professional, accurate and timely responses to stakeholder enquiries.
• Take ownership of enquiries from receipt through to resolution, ensuring records are accurately maintained within the CRM system.
• Proactively engage with stakeholders to provide updates and gather information on local concerns and priorities.
• Attend Strengthening Local Relationships (SLR) meetings alongside Highway Stewards and key stakeholders.
• Support planning discussions for upcoming roadworks by sharing local knowledge and stakeholder feedback.
• Respond to complaints professionally and sensitively, aiming for first contact resolution wherever possible.
• Coordinate and deliver stakeholder communications and engagement activities, including meetings and events.
• Maintain detailed written records of stakeholder interactions and produce meeting notes and reports.
• Support the wider communications function by identifying reputational risks and escalating issues when appropriate.
• Contribute to weekly and monthly reporting requirements.
• Provide occasional support for communications activities outside normal office hours when required.

Who we're looking for

• Excellent interpersonal and relationship building skills.
• Confidence engaging with a wide range of stakeholders in both one to one and group settings.
• Experience handling enquiries, complaints or customer facing communications in a professional manner.
• Ability to interpret technical information and translate it into clear, customer friendly communications.
• Strong organisational skills with the ability to manage multiple enquiries and priorities.
• Competent user of Microsoft Office applications.
• Experience within stakeholder engagement, customer service, communications, local government or infrastructure projects would be advantageous.

Why work for us

Day in, day out, our teams deliver some of the UK's most ambitious, exciting and meaningful projects; developing, building and maintaining the vital infrastructure that supports national economies and strengthens communities.

As if contributing to and supporting work that makes life better for millions wasn't rewarding enough, we offer a full range of benefits too. You'll have the freedom to shape the package that's right for you and your life. Here are some of our key benefits:

• Smart working, giving you more flexibility such as staggered start and finish times, with up to 40% remote working, where roles allow.
• 25 days paid annual leave (pro rata)
• Family friendly policies which include 28 weeks full pay for maternity/adoption leave and four weeks full pay for paternity/partners leave
• Pension, share incentive plan, volunteering leave, recognition schemes and much more

Professional and personal development

The size and scale of Balfour Beatty coupled with our strong pipeline of work provides incredible opportunities, regardless of what stage you are at in your career.

We encourage and empower our employees to take control of their career and explore which part of the business they want to work in and what role is right for them. We actively encourage our managers and employees to have open communication throughout the year about wellbeing, development and career opportunities.

We're proud of the Balfour Beatty Academy. Whether it's sharpening your technical expertise, improving your personal skills or seeking support to become professionally qualified, our 70:20:10 approach to development means we have a learning approach that suits everyone.

70% learning on the job, 20% learning from those around you, and 10% formal training courses and learning events.

About us

Balfour Beatty Living Places works in long term partnerships with local authorities to create great places to live, work and play. We actively engage with local people to understand the needs of the communities we work in and shape the places where local economies can thrive and grow. As a leader in sustainable working, diversity, and social value, we use our expertise to bring real, positive change for our customers.

Diversity and inclusion

At Balfour Beatty we believe that diversity and inclusion are essential components of any successful, happy workplace. Through our Value Everyone Diversity and Inclusion Strategy and Action Plan, we are growing our diverse workforce and developing our inclusive culture where everyone is able to thrive and reach their full potential, regardless of their identity or background. To find out how we are making this a reality, visit

To help and support us with our desired commitment to create an inclusive culture we are members of WISE, ENEI, Business Disability Forum and the Association for Black and Minority Ethnic Engineers (AFBE). In 2020, we signed the Audliss and Involve Open Letter to demonstrate our commitment to taking key long term and sustainable actions on Black Inclusion. Balfour Beatty is also a Gold Award holder in the Ministry of Defence 'Employer Recognition Scheme' and actively encourage applications from Armed Forces personnel, veterans and reservists.

As a Disability Confident Employer, we are committed to working with people who have disabilities and long term health conditions to remove barriers for them in obtaining employment. We are also committed to offering applicants with a disability an interview if they meet the minimum requirements for the role. For more info, visit

We are looking to continually improve our resourcing process and ensure that it is fair and inclusive for all. If you have any feedback on the process, please share this with us at .