Customer Liaison Lead

Costain Group PLC

Customer Liaison Lead managing team performance and ensuring aligned objectives in Colchester, Essex. Responsible for engaging with community stakeholders and delivering customer service excellence.

Posted 7/28/2026full-timeColchester • 🇬🇧 United KingdomSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong stakeholder management and communication skills, effectively engaging with internal and external parties to support customer strategies and enhance service delivery. Proficient in coaching, presentation preparation, and risk management to ensure successful project outcomes.

Highest-signal resume keywords

Stakeholder ManagementWritten CommunicationsPresentation SkillsCustomer ServiceEngagement Delivery

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Soft Skills

CoachingNegotiationFacilitationTeam LeadershipConflict Resolution

Industry Keywords

Customer JourneyPublic InterfaceRisk ManagementEngagement PlansCommunity Engagement

About the role

Key responsibilities & impact

To manage team and individual performance. Analyse and assess development needs, providing the most effective form of intervention, by delivering coaching sessions, reviewing behaviors, holding monthly 121 meetings, and proposing individual training needs to include Personal Development Logs.
Work effectively with internal stakeholders, remaining approachable and recognising and respecting the contributions from others to the business. Building excellent relationships with colleagues across the company.
Attending weekly Programme and Planning meetings with Internal Stakeholders.
Take ownership of escalated queries and complaints to resolution.
Actively support Client’s customer strategy and the local customer action plans.
Facilitate engagement events within the community, including Parish Councils, Schools and Businesses. Liaising directly with our Communications Co-Ordinator and Operational Managers.
To support our Operational Managers, ensure good Customer Service is delivered to all Customers. (focus on Complaints, Enquiries and C-Sat).
Encourage, support and celebrate doing the right thing for our customer.

Requirements

What you’ll need

Engagement delivery: Understands the relevance of project programme and supports the development of engagement/ communications plans to support delivery of key events/ activities.
Public interface: Ensure public facing activities are undertaken in accordance with Costain/ client policies and procedures.
Written Communications: Writing style and quality consistent with corporate and/ or client tone.
Presentation Skills: Prepares presentation content of a professional standard with little support.
Stakeholder Management: Understands their role in representing Costain and client.
Ability to communicate with customers and staff at all levels of the organisation (essential).
Experience of looking after a team of individuals, leading to a successful Customer Journey for our Customers (desirable).
Public interface: Able to identify when interactions are becoming confrontational and use basic tactical options to de-escalate (desirable).
Presentation Skills: Builds presentation content in line with Costain and client brand guidelines (desirable).
Stakeholder Management: Understands stakeholder drivers and able to translate into practical guidance (desirable).
Negotiation & Facilitation: Articulates point of view with internal/ external stakeholders, achieving positive outcome (desirable).
Risk Management: Able to identify potential risks to project/ Costain reputation and escalate appropriately (desirable).

Benefits

Comp & perks

Costain appreciate the time and effort taken when applying for one of our positions but, due to the high volume of responses, we are unable to provide individual feedback on candidates at application phase.
We do share individual feedback following an interview.
A Disability Confident employer will generally offer an interview to any applicant that disclose they have a disability and meets the minimum criteria for the job as defined by the employer.