[Hiring] Customer Liaison Officer @Echo

Role Description

This is a field-based role where you'll be the face of NI Water, visiting customers to resolve account queries, investigate occupancy information, validate customer data, and help ensure accurate billing. No two days are the same. You'll work independently, managing your own schedule and travelling within your designated area, while being supported by an experienced Field Services team. As part of the role, you'll carry out customer visits, meter inspections, and water supply checks, gathering information that helps improve customer service, maintain accurate records, and protect revenue. This role would suit someone who enjoys working independently, building rapport with customers, solving problems, and spending time out in the field. A full UK driving licence is required. A company vehicle will be provided for business use.

Key Responsibilities

• Conduct on-site visits to investigate and resolve customer account issues, including debtor disputes and occupancy queries
• Perform meter inspections and water supply testing as required
• Identify and report data discrepancies and potential revenue loss
• Plan and manage your own workload to ensure efficient and timely service delivery
• Prioritise visits in line with KPIs, SLAs, and operational requirements
• Deliver a professional, courteous, and assertive customer experience at all times
• Accurately record findings and customer interactions using internal systems
• Work collaboratively with the Field Services Management Team to support service delivery

Qualifications

• Experience in a customer-facing role where you've built relationships and resolved queries or issues
• Excellent communication and interpersonal skills
• Confidence dealing with customers in a professional and respectful manner
• Strong organisational skills with the ability to manage your own workload effectively
• Comfortable using IT systems and Microsoft Office applications
• Ability to work independently while contributing to wider team objectives
• A proactive and solution-focused approach to problem solving
• Full UK driving licence with no more than 3 penalty points

Requirements

• Utilities, metering, housing, field services, enforcement, inspections, property visits or debt recovery experience (desirable)
• Experience using CRM or mobile workforce management systems (desirable)

Benefits

• Family-Friendly Leave: Enhanced Maternity, Adoption, Paternity & Shared Parental Leave, Fertility Support, and up to 5 paid Carer’s Days
• Financial & Life Assurance: Company Pension Scheme with salary sacrifice options
• Health & Wellbeing: Employee Assistance Programme and 24/7 Virtual GP access for you and your dependents
• Lifestyle & Perks: Cycle to Work Scheme and My Premier Benefits discounts, cashback, and vouchers
• Professional Development: Hands-on training and ongoing career development opportunities
• Inclusion & Belonging: Active People Networks – Disability & Neurodiversity, Unity+, Women’s Network, Parent & Carer Networking Group and more
• Performance & Recognition: Annual salary review, Reward & Recognition Scheme, and Long Service Awards