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Regional Customer Liaison Manager

CEN00000814 Requisition #

EQUANS are recruiting for a Regional Customer Liaison Manager to be based in Birmingham. This is a permanent full-time role working 40 hours per week. On offer is a competitive salary, car allowance and benefits package.

General Overview:   


A front-line supervisor assisting their line manager (to deliver effective and positive communication to residents, communities, local stakeholders and clients.  Build special relationships with residents, the Client, all site-based personnel, Customer Care department, Marketing and Social Value department. Supporting the team effectively to deliver the highest standards of service and maximise individual/team potential. Raising any concerns/issues with their line manager. Deal with Stage 1 complaints. Reporting to their line manager with key information such as resident satisfaction, customer care site audit results and complaints on a regular basis.


Key Accountabilities:


  • Arrange scheme choice and consultation events
  • Ensure the correct BMS communication literature is being used on each scheme.
  • Register and investigate complaints and resolve as per company procedures.


  • Deliver Customer Care Tool box talks at least one per site and when required.
  • Provide site team briefings and updates regarding any relevant customer care issues or site/client specific customer care requirements.
  • Assist their line manager in the training, development and support of RLOs.
  • Assist their line manager with the interviewing process for new recruits as required.
  • Monitor BMS Customer Care policies, procedures and literature.
  • Carry out regular site audits as determined by their line manager.
  • Check and agree holidays, sickness, and absence of RLOs and agree suitable cover were necessary with line manager.


  • Build relationships and work in conjunction with client liaison representatives to achieve scheme objectives.
  • Attend client presentations/workshops/meetings as requested.


  • Assist in the implementation of Customer Care and Social Value Initiatives
  • Identify local schools and arrange visits such as H & S, careers talks, site visits.
  • Identify and arrange PR opportunities.
  • Organise community events and activities.
  • Capture all activities in a case study and email UK-KMR-SOCIALVALUEADMIN (ENGIE UK) before 10th of the preceding month and marketing for inclusion in the bimonthly Bulletin.
  • Attend and arrange coffee mornings/evenings when required.


What can we offer you?


On offer is a competitive salary, car allowance, and benefits package, which includes;


  • Pension Scheme
  • 25 days annual leave (+ public holidays)
  • Life Cover equivalent to 2 times annual salary
  • 24/7 Employee Assistance Program and access to mental wellbeing app
  • Employee discount shopping schemes on major brands and retailers
  • Gym membership discounts 
  • Cycle to work scheme 
  • Broad range of learning opportunities, such as professional qualifications, collective/individual training, and personalized support programmes


Who are we looking for?

  • Be able to communicate at all levels
  • Be reliable, confident and have a positive attitude
  • Be adaptable
  • Be self-motivated but also able to work as part of a team
  • Be organised and methodical
  • Excellent leader of people
  • Able to have an in-depth overview of what is going on within the site teams and the ability to manage concerns strategically.  
  • Resident focused with an excellent understanding of client / customer needs
  • IT experience (word, excel)
  • Clean Driving Licence
  • Presentation skills
  • Prepared to work out of hours when required.


Who are we?


EQUANS is a market leader in the sector with 74,000 employees leveraging 200 years of expertise. With revenues of €12 billion, EQUANS is present in 17 countries - mostly across Europe, but also with significant interests in North America, Latin America and Australia.


In the UK, & Ireland, all of ENGIE’s activity in technical services & facilities management, energy efficiency and regeneration are now part of EQUANS. The new entity also includes specialist energy related capabilities: smart buildings, green mobility, district & embedded energy and decentralised renewables.  


EQUANS is an autonomous business within ENGIE Group – with its own dedicated management team and operating structure to help further accelerate growth and service performance.


EQUANS supports its customers by mobilising its expertise to provide low-carbon energy solutions, offer cutting-edge technical and FM services and transformative regeneration in the UK & Ireland. From homes to cities, hospitals to the heart of government, offices to industry.


EQUANS empowers transitions both for today and tomorrow.



What's next?


If this role is of interest to you, please click below to register, apply and track your progress! A member of our Resourcing Team will review your application and be in touch.


For more information about EQUANS, please visit:



For this role, you must have evidence of the right to work in the UK. There is no re-location package with this job role. EQUANS do not discriminate on the grounds of age, gender, race, colour, religion, disability or sexual orientation, and we welcome applications from all sections of the community. Certain roles may require applicants to undergo a Disclosure check, as noted in the role requirements. 


The EQUANS Resourcing Team supports this job advert. Agency involvement is not required. All related enquiries must come to the resourcing team not direct to EQUANS Managers.




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