Public Liaison Officer (GR1058)

The Public Liaison Officer is responsible for supporting the planning, delivery and effective monitoring of public liaison and community engagement across Bus Service Improvement Plan (BSIP) projects in the North Somerset region. The role acts as the primary point of contact for members of the public and stakeholders, managing enquiries and complaints in a timely and professional manner. It supports site teams by maintaining proactive communication, minimising disruption, and ensuring a positive interface between the project and the local community.

The role also supports our Regional Social Value Coordinator with the delivery of social value initiatives, including employment and skills, education engagement, and reporting requirements, alongside general coordination duties where required.

This is a full time Fixed Term Contract role for a period of 12 months.

Principal Accountability

• Develop and maintain and Community Engagement Plan for BSIP projects
• Act as the first point of contact for members of the public and stakeholders
• Manage and resolve complaints and enquiries relating to construction activities
• Maintain a complaints and enquiries register, ensuring all issues are tracked and closed out
• Support Site Agents and project teams by managing community interface and communication
• Liaise with client representatives, local authorities and key stakeholders to support coordinated communication and engagement
• Support the identification and management of community and stakeholder risks to protect the reputation of the business and the project
• Support the delivery of social value plans and community engagement activities
• Provide KPI information for relevant reports
• Create communications content for the business
• Provide general project support where required
• Escalate significant or sensitive issues to project leadership where required
• Maintain a visible and regular presence on site to support effective community engagement
• Represent the business professionally in all interactions with the public and stakeholders

Required experience, knowledge, qualifications, and training

• Experience of working in a community engagement, stakeholder liaison or customer facing role, ideally within construction, utilities or infrastructure
• Experience working on live projects involving community engagement and stakeholder management
• Experience engaging with members of the public and managing enquiries or complaints in a professional and timely manner
• Strong communication skills, with the ability to engage confidently with a wide range of stakeholders including residents, businesses, clients and local organisations
• Ability to build positive relationships and represent the business in a professional manner
• Good organisational skills with the ability to manage multiple tasks and priorities across live projects
• Proactive and self motivated, with a hands on approach and willingness to be present on site and in the community
• Good working knowledge of Microsoft Office, particularly Word and Excel
• Full UK driving licence and willingness to travel across project sites within the region
• Committed to promoting inclusion, diversity and positive community outcomes

Desirable experience, qualifications, and training

• Understanding of community engagement and social value principles, including community impact