BUUK Infrastructure
Customer Liaison Officer
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Job Location: Field
Additional Location Information: Wales
Salary: Starting From £41,261
Contract type: Permanent
Posting End Date: 14/10/2026
At BUUK Infrastructure, our vision is to be the leading utility partner to accelerate the UK towards net zero for all our customers. Our group of companies has been the major drive for change and innovation over 30 years.
We provide a supportive environment that is committed to enabling our people to be the best – ensuring they feel proud to be themselves and part of BUUK Infrastructure.
We are looking for a Customer Liaison Officer who would like to help us reach our mission to “earn customer loyalty and drive business growth by providing consistently excellent service”.
This is a field-based role covering Wales and surrounding areas. Due to the size of the area, this role requires overnight stays when necessary. Expenses will be paid.
Candidates must be fluent in speaking, reading, and writing Welsh.
Purpose of this role
To liaise with our customers, to help them set up and maintain the BUUK utilities servicing their homes or businesses. Building relationships with Housing associations, landlords, and local services to help deliver the best support and experience we can for our customers.
You will ensure that our financial, physical, and mental health vulnerable customers are aware of the support offered and are on the correct tariff or support schemes. From time to time, our customers will experience outages, and you will be the face of the company keeping them updated and facilitating onsite support. You will be a brand ambassador for our sites, promoting the benefits of being connected to a BUUK utility, and you will lead community events to bring our residents, Housing association partners, and local support charities together for the benefit of the community.
Your Key Responsibilities Are
- Visiting newly built properties to make customers aware of who their water/fibre/heat providers are, promoting sign-up, and assisting with any new utility queries.
- Visiting existing customers to help them locate their utility equipment and promote self-serve to take readings.
- Visiting vulnerable customers to help them complete social tariff and watersure applications, 3rd party nominations forms, and power of attorney handovers.
- Supporting financially vulnerable customers exploring available debt support options and signposting to relevant debt help and advice that are available in their areas.
- Facilitating direct debit and payment plans take-up.
- Promoting brand awareness through local knowledge, organizing community events, and engaging with customers.
- Register and resolve customer complaints, assisting with query resolution.
- Taking ownership of weekly work schedule and reporting.
- Liaising with internal stakeholders and the management team.
- Collecting ad-hoc meter readings during site visits.
- Upon occasions serve court paperwork (N39) and attend court hearings on occasion in the litigation process.
- Building relationships with local housing associations to better meet the needs of vulnerable customers.
- Lone and remote working, taking reasonable care for health and safety, complying with the organization’s Health and Safety Policy and legislation.
- Travel to Cardiff office as required at least once per quarter and as and when there is a business need.
- At times you may work outside standard hours in line with meeting customer demand as required.
- This may require some weekend and evening working.
- You will manage your own expenses and travel bookings and work with our transportation team to maintain your fleet/company car as per company policies.
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Qualifications
- GCSE or equivalent (Maths and English Grade C or above).
Experience/Knowledge
- Experience of working face-to-face with the public.
- Customer service experience.
- Experience in supporting vulnerable people.
- Remote/Lone working experience.
Abilities/Skills
- Attention to detail to record and maintain information accurately.
- Be personable and have the ability to engage in an empathetic way.
- A can-do attitude will help you to solve problems quickly and with integrity.
- Self-motivated able to work on alone as well as part of a larger team.
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Desirable
- A level or NVQ equivalent.
- Utilities knowledge.
- Community/charitable work experience.
- Collection’s experience.
- Debt advice knowledge/experience.
- Ability to use Microsoft Office programs or equivalent.
Conditions of Employment
- You are required to have your criminal records checked through the Disclosure and Barring Service (DBS). This is due to handling and processing sensitive customer data.
What Can You Expect From Us
- Cost of living annual pay review.
- Company pension contributions up to 10% if employees contribute 5%.
- 33 days holiday including bank holidays with the ability to purchase an additional 2 weeks.
- Enhanced maternity, paternity, and adoption pay.
- To say thank you, each time you successfully refer someone you will receive a referral payment of £1000 (net of tax).
- Hybrid working for eligible roles.
- Development opportunities to reach your career aspirations.
- BUUK has an award-winning culture. We care about your wellbeing and safety as we all deserve the right to go home safe, every day. We are proud to be an equal opportunity employer, we respect each other, and advocate for equity, diversity, and inclusion in all we do.
Research shows that women and people from different underrepresented backgrounds often only apply for a job if they meet 100% of the listed qualifications. If you would like to be a part of our team and you meet many, but not all our requirements for this role, please apply. You can also ask us about flexible working options.
Please note we reserve the right to close the role early. Therefore, if you're interested in this role, we encourage you to apply as soon as possible.
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