Customer Liaison Officer

Position: Customer Liaison Officer (Permanent)
What’s in it for you…

We believe in looking after our people, and it shows. When you join Ipsum, you’re not just taking a job — you’re starting a career with real support behind it.?

24 annual leave plus bank holidays with the option to buy more

Group Personal Pension Plan

Career development & progression with the opportunity to earn professional qualifications

24/7 access to a virtual GP? and Mental health support & counselling services?

Cycle to Work scheme?

Discount club - supermarkets, phone bills, gyms & more?!

Life assurance cover?

Enhanced Maternity Pay

Long service recognition?

Active local social committees?

Regular social events?

Paid volunteering opportunities in your community?

About the role…

We have an exciting opportunity to join the team in Barnham, Thetford as a Customer Liaison Officer. You will be a focal point for all customer service enquiries on the DNP&P contract and responsible for managing the end-to-end customer carding process for planned outages. Supporting the Project Managers and UKPN scrap management administration by creating relevant reports

As a Customer Liaison Officer you will be…

General administration and office duties / produce customer planned outage letters and reminder letters

Required to monitor and manage submissions received via a shared inbox, verify the accuracy and completeness of these submissions, and process carding lists using external systems and mapping tools (such as Net Maps and EPN platforms).

Ensuring all customer address data is accurate, validated, and submitted to the client for shutdown requests within agreed KPI time frames.

Track the progress of carding activity, escalate any delays or data issues, and maintain high standards of accuracy and compliance throughout the process.

Communicate confidently and effectively, dealing with telephone and email enquiries, liaising with members of the public, customers, and clients to resolve any issues

BMoCS (Broad Measure of Customer Service as per the OFGEM requirements)

Responsible for customer compensation and reporting

Creating the scrap report and liaising with the client for scrap audit and payments

Attend client performance meetings

About you…

Experience of operating in a commercial, multi-divisional organisation and previous experience dealing with clients and supply chain.

Good Organisation, Planning Skills, Time Management and Prioritisation

Ability to work efficiently alone and as part of a team with a meticulous approach to ensuring accuracy of data

A strong sense of initiative and the ability to build excellent working relationships.

A positive and proactive mindset, willing to learn and progress with a warm, charming, and confident manner

Remain calm under pressure and can communicate with internal and external parties.

Highly organised with excellent numeracy skills and experienced in multitasking and prioritising own workload

Good organisational, presentation and punctuality skills with a good understanding of MS office suite.

Qualifications

Previous experience in Utility Contracting or Local Authority (preferable)

English and Maths or equivalent.

Full UK Driving Licence

Our commitment to Equal Opportunities…

We’re proud to be an equal opportunities employer. We welcome applications from all backgrounds and experiences, and we’re committed to building a diverse and inclusive workforce. Before applying, please review our Privacy Policy to understand how we process your data in line with GDPR.

Next steps…

If you're interested in this opportunity please apply or reach out to the Talent Team today