Customer Liaison Advisor

Job Title: Customer Liaison Advisor

Location: Brick Lane, London
Department: Admin
Employment Type: Full-time

We’re a fast-growing utilities consultancy based in Shoreditch. Partnering with over 50 leading suppliers, we help businesses reduce their costs across energy, payments, telecoms, waste, and water. As we continue to grow, we’re looking for confident, driven individuals to join our busy sales team and take the next step in their career.

Job Overview:

As a Customer Liaison Advisor, you will play a key role in delivering outstanding customer service while supporting the operational flow of contracts between our customers and utility suppliers. Acting as the primary point of contact, you will handle enquiries, resolve complaints, and ensure a positive client experience throughout their journey with us.

In addition to customer-facing responsibilities, you will also be responsible for batching contracts to suppliers and building supplier relationships to help improve live rates and streamline processes. Your role is central to ensuring both customer satisfaction and operational excellence.

Key Responsibilities:

Act as the primary point of contact for customers, providing support via phone, email, and other communication channels such as supplier portals.

Handle a wide range of customer enquiries, issues, and complaints with professionalism, empathy, and efficiency.

Take ownership of customer issues, investigate thoroughly, and ensure timely resolution to the client's satisfaction.

Maintain accurate and up-to-date records in our CRM and contract management systems.

Batch contracts accurately and submit them to suppliers in line with internal deadlines and compliance requirements.

Work closely with utility suppliers to maintain strong working relationships and support improved live rates.

Collaborate with internal departments including sales, operations, and supplier management to ensure seamless service delivery.

Conduct customer feedback activities and translate insights into actionable service improvements.

Monitor recurring customer or supplier issues and contribute to process improvement initiatives.

Ensure adherence to industry regulations, company policies, and data protection requirements.

Requirements

Excellent verbal and written communication skills.

Strong active listening and interpersonal skills.

Proven problem-solving and conflict-resolution abilities.

Ability to manage and prioritise workload in a fast-paced environment.

High level of accuracy and attention to detail, particularly in contract handling.

Proficient in Microsoft Office Suite (Word, Excel, Outlook) and CRM systems.

Previous experience in a customer service or liaison role is essential.

Experience within the utilities or energy sector (preferred but not essential).

Confidence in building and maintaining supplier relationships.

Benefits

Up to £25,000 per annum (depending on experience).

A supportive and collaborative team environment.

Opportunities for training and career progression within the energy brokerage industry.

Competitive salary and performance-based incentives.

Fun, sociable office environment in Shoreditch.

Free gym membership, regular socials, and Christmas shutdown.

Ongoing training and professional development