Customer & Stakeholder Manager

About The Role We’re looking for an experienced Customer & Stakeholder Manager to lead resident engagement, customer satisfaction and stakeholder relationships across a major gas infrastructure programme, focusing on gas riser replacement works within Multiple Occupancy Buildings (MOBs).

Working closely with the Contract Manager and operational teams, you’ll oversee the customer experience throughout the programme, ensuring residents are informed, vulnerable customers are supported and concerns are resolved effectively.

You’ll also manage relationships with housing providers, property managers and other stakeholders, helping ensure works are delivered with minimal disruption to residents.

Key Responsibilities

Resident Liaison & Customer Engagement

• Lead resident communications throughout the planning, delivery and completion of works.
• Ensure residents receive timely information about planned works, access requirements and potential disruption.
• Coordinate with planning and operational teams to support property access and resolve resident enquiries.
• Monitor customer satisfaction, gather feedback and identify opportunities to improve service delivery.

Vulnerable Customer Management

• Identify residents requiring additional support or reasonable adjustments during works.
• Coordinate appropriate support arrangements with operational teams and relevant stakeholders.
• Ensure vulnerable residents receive accessible communications and their individual needs are considered.
• Maintain accurate and confidential records in line with data protection requirements.

Complaints & Escalation Management

• Manage complex resident enquiries, complaints and escalations through to resolution.
• Work with operational teams to address access difficulties, service interruptions and delays.
• Monitor recurring issues and implement improvements to prevent further complaints.

Stakeholder Relationship Management

• Build and maintain relationships with housing providers, managing agents, local authorities and other stakeholders.
• Act as a key contact for customer-related matters, providing programme updates and resolving concerns.
• Attend stakeholder meetings and ensure customer requirements are considered in operational planning.

Reporting & Performance

• Maintain accurate records of resident communications, complaints, escalations and customer feedback.
• Monitor customer satisfaction and service KPIs, producing regular management reports.
• Support improvements to resident engagement processes, communication and customer service standards.

Essential Requirements

• Experience in customer service management, resident liaison or stakeholder engagement within utilities, housing, construction or a similar operational environment.
• Proven ability to manage complaints, escalations and sensitive customer situations.
• Experience supporting vulnerable customers and coordinating appropriate support.
• Strong communication, stakeholder management and conflict-resolution skills.
• Excellent organisational skills and the ability to manage competing priorities.
• Experience monitoring customer satisfaction, maintaining records and producing reports.
• Confident IT skills, including Microsoft Office and customer management systems.
• Understanding of confidentiality and data protection requirements.

Desirable Experience

• Experience working on gas infrastructure, utilities or network replacement programmes.
• Familiarity with Multiple Occupancy Buildings (MOBs) or occupied residential environments.
• Experience working with housing associations, local authorities or property management companies.
• Knowledge of customer vulnerability frameworks and accessibility requirements.
• Experience using Salesforce for customer management and reporting.