Client Liaison Officer

Client Liaison Officer

Location: Hams Hall

Department: Client Services / Operations

Hours: 37.5 hours per week

ASAP Start

About the Role

We are looking for a proactive and customer-focused Client Liaison Officer to join the team.

As a Client Liaison Officer, you will be the key point of contact for our clients, ensuring their logistics requirements are managed efficiently and effectively. You will build strong client relationships, provide timely updates, coordinate with internal teams and take ownership of resolving issues when they arise.

This is a fast-paced role where excellent communication, problem-solving and organisational skills are essential. You will play an important part in delivering an outstanding customer experience while helping us maintain high operational and service standards.

Key Responsibilities

Act as the main point of contact for clients, responding to enquiries and providing timely, professional updates.

Coordinate closely with operations, warehouse, transport and other internal teams to ensure client requirements are met.

Monitor shipments and deliveries, keeping clients informed of progress and any potential issues.

Proactively identify, manage and resolve logistics issues such as delays, damages and discrepancies.

Build and maintain strong, long-term relationships with clients.

Identify opportunities to improve our service and ensure our solutions continue to meet client needs.

Assist with client contract management, ensuring agreed service levels are consistently maintained.

Identify potential upselling and cross-selling opportunities and communicate these to the relevant Key Account Managers.

Produce accurate reports relating to shipments, deliveries and client-specific requirements.

Identify opportunities for process improvement and contribute to initiatives that improve efficiency and customer satisfaction.

Work collaboratively across the business to support the delivery of a high-quality logistics service.

What we are looking for:

Customer-focused and passionate about delivering excellent service.

An excellent communicator, both verbally and in writing.

Highly organised with strong attention to detail.

Confident managing enquiries and resolving problems under pressure.

Comfortable working with multiple teams and stakeholders.

Proactive, solutions-focused and able to take ownership of issues.

Commercially aware, with an understanding of client relationships and service levels.

Flexible and willing to work shifts and out-of-hours when required.

Committed to continuous improvement and achieving agreed KPIs.

Experience within logistics, transport, supply chain or a customer-facing operational environment would be advantageous.

Key Performance Indicators

Success in this role will be measured against key service and commercial targets,

Expectations:

As a member of the team, you will be expected to:

Demonstrate and uphold our company values.

Follow all Health & Safety policies, procedures and relevant legislation.

Comply with customer site rules and standards.

Arrive on time and wear the required uniform and PPE.

Use the HR Management System appropriately to manage holidays, sickness, absence and appointments.

Actively contribute to a culture of continuous improvement.

Work collaboratively and support colleagues and the wider business.

Consistently work towards and achieve agreed KPIs