Title: Customer Liaison Officer
Be the Voice of Change for Our Customers
As a Customer Liaison Officer (CLO), you’ll be at the heart of how we deliver exceptional customer experiences across Cadent’s network. This isn’t just about supporting customers – it’s about shaping how we engage, respond, and continuously improve. You’ll coach and guide external CLOs, interpret performance data, and champion best practice to ensure our customer journey is proactive, consistent, and impactful.
You’ll work closely with Local Delivery Partners (LDPs), internal teams, and the wider CLO community to drive performance, embed Cadent’s customer standards, and deliver on our ambitious Customer Plan. From analysing insights to supporting network incidents, you’ll be a trusted lead who brings clarity, structure, and energy to every customer touchpoint.
Why you will love this role:
Customer Impact – Shape how we deliver customer excellence across the network, ensuring every interaction reflects our values.
Coaching & Leadership – Support and develop external CLOs, sharing knowledge and building capability across the community.
Performance Insight – Use data to drive improvement, monitor KPIs, and support strategic decision-making.
Stakeholder Collaboration – Build strong relationships with LDPs and internal teams to align on goals and deliver results.
Proactive Delivery – Lead the adoption of our proactive customer journey, ensuring service levels meet Cadent’s playbook standards.
Continuous Improvement – Identify opportunities for innovation and process change, promoting best practice across the network.
What you will bring:
- Proven experience in leading or improving customer experience outcomes, with a track record of driving satisfaction.
- Strong data management skills – able to interpret insights and communicate key messages effectively.
- Experience in managing performance across a varied workforce, ideally in a regulated environment.
- Excellent stakeholder management and communication skills.
- Ability to be mobile across the network to support LDPs and CLOs in delivering key customer touchpoints.
- Valid UK Driving Licence.
- Accreditation with a relevant professional body is desirable.
At Cadent, we’re thrilled to be part of the future of UK energy!
We have a clear roadmap to drive our performance to the forefront of our industry and support the UK government in achieving its net zero targets by 2050.
We’re making a difference through innovation and new ways of working. Together, we’re shaping a cleaner, greener future for our 11 million customers, whom we put at the heart of everything we do.
What’s In It for You
Here at Cadent, we recognise that our people are truly unsung heroes. Quietly confident, delivering every day - that’s why we’re committed to supporting our people to get the best out of themselves. For this role, we offer:
- Annual bonus
- Pension Scheme double matched up to a total of 18% of salary
- 25 days holiday, plus statutory days, and an option to buy more
- An extra day off each year to celebrate life’s special moments
- Career development with funded learning options
- Flexible working and strong ED&I commitments
- Generous family policies and flexible benefits
- Retail discounts, gym access, and more
We support a healthy work-life balance and are open to flexible working options.
Diversity and Inclusion
Don’t meet every requirement? No problem! If you’re excited about this opportunity but your experience doesn’t align perfectly with every qualification mentioned, we would still love for you to submit your application – you may just be the right person for this role or other opportunities at Cadent.
We value diversity and are committed to being an equitable employer. Our employee communities – Women in Cadent, Pride at Work (LGBTQ+), Embrace (ethnicity and religion), Thrive! (disability), the Cadent Military Community, the Grief Awareness Community, and the Men's Engagement Network (M.E.N) – can’t wait to welcome you!
What’s next?
To be considered for this role, please submit your application with an up-to-date CV and our Talent Acquisition team will get in touch soon. To learn more about Cadent, visit our website at Home - Cadent Gas Ltd
Be part of something big. Help shape the future of gas for generations to come.
