Customer Liaison Officer
| Dyddiad hysbysebu: | 12 Ionawr 2026 |
|---|---|
| Oriau: | Llawn Amser |
| Dyddiad cau: | 09 Chwefror 2026 |
| Lleoliad: | Norfolk, IP24 2PT |
| Cwmni: | Ipsum Utilities Limited |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | ORG6276-RM1474626TheCLO |
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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 NetMaps and EPN platforms).
Ensuring all customer address data is accurate, validated, and submitted to the client for shutdown requests within agreed KPI timeframes.
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!
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 NetMaps and EPN platforms).
Ensuring all customer address data is accurate, validated, and submitted to the client for shutdown requests within agreed KPI timeframes.
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!