Customer Liaison Officer

Customer Liaison Officer

Check all associated application documentation thoroughly before clicking on the apply button at the bottom of this description.

Starting salary £31,968

Location Manchester

Full Time

What you’ll be doing

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Resident engagement events, and inspections with contractors in advance of remediation works

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Arranging other consultation activities with affected customers and contractors

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Supporting customers by resolving complaints and responding to queries related to remediation works in a well-coordinated, effective and responsive manner

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Supporting the Building Safety Team in the effective delivery of the remediation programme and being the main customer point of contact representing GPHG

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Responding to customers through a range of media including phone, text, email, social media and webchat, promoting use of digital communication where possible

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Supporting our customers’ needs and provide advice and guidance about appropriate services and referral routes, signposting to trusted partners agencies and service providers

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To record information and update systems with survey data and ensure that all data is stored in accordance with GDPR

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Attend and contribute to remediation pre-contract and progress meetings

What you’ll need

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Experience of working in a dynamic customer focused environment, with a proven ability of delivering a high standard of customer service and a positive attitude towards resolving customer complaints and requirements

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Competent using Office 365 (compiling letters / reports / small spreadsheets)

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Excellent communication skills (written, verbal and at all levels)

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Knowledge of social housing is desirable

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Ability to complete tasks in an accurate and timely manner when working under pressure

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Organisation and excellent time management skills

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Flexible approach and a can-do attitude

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Proactive in identifying issues before they reach a complaint stage

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Full driving license and use of a vehicle

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Great Places Housing Group is committed to safeguarding and promoting the welfare of children, young people and adults and expects all our colleagues to share this commitment; this role is subject to a basic DBS check

What we need from you

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A commitment to understand the challenges and opportunities that exist in the communities in which we work. We particularly value lived experience in social housing

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A passion to advocate on behalf of people and communities

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A commitment to work in partnership with others for the benefit of Great Places

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A commitment to continuous learning and improvement

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Ability to work flexibly and when needed outside normal working hours to ensure service continuity

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An ability to work in uncertainty.

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To be professional and work with integrity, inclusivity and respect for diversity

What we give you in return for your hard work and commitment

Pension ¦ DC scheme (up to 10% contribution from both colleagues and Great Places)

WPA ¦ Healthcare auto enrolled at no contribution level with £1250 of savings available – option to increase & add family members

Annual leave ¦ Start at 26 days annual leave, increasing up to 30 days within 5 years + Bank Holidays

Reward & Recognition ¦ You Count Rewards are individual reward’s for going ‘above & beyond’

Professional Fees ¦ The business pays the cost of one professional membership fee for each colleague

The Market Place ¦high street, restaurant & supermarket discounts, gym memberships, cycle to work, smart tech loans and much more

Health and Wellbeing Initiatives ¦ Our colleagues enjoy wellbeing campaigns throughout the year, with activities designed around our four pillars of wellbeing, these include career wellbeing, mental wellbeing, physical wellbeing and financial wellbeing