Customer Liaison Officer

THE TEAM

At JSM Group we deliver vital gas infrastructure projects that support communities and networks across the UK. Our Gas Department is committed to delivering high-quality, safe, and customer-focussed outcomes for our clients and the public. You’ll join a team driven by operational excellence, strong stakeholder engagement, and continuous improvement.

SCOPE OF ROLE

Working alongside the Pre-Construction & Customer Manager, you will play a key role in delivering our customer charter for gas-network works. You will be the point of contact for members of the public and wider community, ensuring excellent communication, accurate data capture, and effective coordination between the field-teams, planning, and streetworks functions.

JSM Gas Operations are based in Barking, London.

The successful candidate will be mainly site based (Croydon area) 4 days a week. Typically Tuesdays are 'Team Days' spent in Barking or Potters Bar based on the need.

HOW YOU’LL SUCCEED

✔ Coordinate with the Pre-Construction & Customer Manager to programme site visits and community engagement.
✔ Manage all customer data capture—carding properties, logging updates, and ensuring deadlines for report submission are met.
✔ Undertake contract administration tasks in line with our Integrated Management System (IMS) and contract terms & conditions.
✔ Participate in customer satisfaction delivery, gathering and analysing feedback to support continuous improvement.
✔ Promote JSM Group’s SHEQ (Safety, Health, Environment & Quality) policies and procedures on all customer-facing interactions and site visits.
✔ Conduct regular (daily) site visits with the client’s REPEX management team to review progress, engage with residents, and update stakeholders.
✔ Identify opportunities for innovation in systems or processes to enhance delivery for customers, JSM Group and our client.
✔ Actively promote JSM’s services while undertaking your duties and support the client’s customer team to plan work sequences, establish key dates and deliver required reports.
✔ Meet contract performance targets and business goals, maximising the value delivered to our client.
✔ Produce reports and presentations as required.
✔ Any other duties appropriate to the role, project or as required by JSM Group management.

WHAT IT TAKES

• Positive attitude with strong written and verbal communication skills.
• Excellent customer interaction skills across a diverse community.
• Self-motivated, able to work independently and as part of a team.
• Good organisational and time-management skills; able to prioritise and meet deadlines.
• Strong negotiation skills and the ability to engage persuasively with customers and stakeholders.
• Confidence in presenting to groups (forums, community meetings, site visits).
• Trustworthy and discreet when handling confidential information.
• Smart appearance and professional manner at all times.
• Full UK driving licence and ability to travel to site visits.

WHAT WE OFFER YOU

We truly value your work and skills — and we support your growth and wellbeing with:

• Competitive salary and benefits
• 28 days of holiday (excluding bank holidays)
• 2 paid volunteering days per year
• Ongoing training in technical and business skills
• Access to mentoring and coaching programmes

Equal Opportunity Statement
JSM Group Services Ltd. is an equal opportunities employer and does not discriminate on the grounds of gender, sexual orientation, marital or civil partner status, pregnancy or maternity, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability or age. Our ethos is to respect and value people’s differences, and to help everyone achieve more at work as well as in their personal lives so that they feel proud of the part they play in our success. We believe that all decisions about people at work should be based on the individual’s abilities, skills, performance and behaviour and our business requirements. JSM Group operates a zero-tolerance policy to any form of discrimination, abuse or harassment.