Join our team as a Liaison Officer
We're looking for an organised, customer-focused and proactive individual to join our Planned Works team as a Liaison Officer. You'll act as the key link between customers, contractors and project teams, ensuring customers are informed, supported and engaged throughout improvement and investment works to their homes.
This is a rewarding opportunity to make a real difference by helping deliver vital improvements, repairs and maintenance works while ensuring customers receive excellent service and experience the minimum possible disruption.
Key Responsibilities
- Act as the main point of contact for customers throughout planned improvement and investment programmes.
- Communicate important information regarding planned works through a variety of channels including face-to-face visits, telephone calls, emails and letters.
- Liaise with customers, contractors and internal teams to support the safe and successful delivery of works.
- Encourage customer involvement in the design and delivery of improvement programmes where appropriate.
- Work collaboratively with customers and stakeholders to minimise disruption during works, including supporting temporary accommodation arrangements where required.
- Respond to customer enquiries and concerns promptly, ensuring issues are resolved effectively and professionally.
- Support customers with forms and applications relating to decoration allowances, subsistence allowances and insurance claims.
- Arrange and attend meetings with customers, contractors, residents and partner organisations.
- Maintain accurate records and update trackers and systems in line with GDPR requirements.
- Monitor customer satisfaction, carry out surveys and help identify opportunities for service improvement.
- Coordinate financial information and payments associated with customer moves and related works.
- Promote Equality, Diversity and Inclusion in all decision-making and interactions.
- Identify and report Health & Safety concerns and contribute to a culture of continuous improvement.
What you'll need to succeed
Essential
- Strong communication skills, both verbal and written.
- Excellent interpersonal and influencing skills, with the ability to build productive relationships with customers, colleagues and stakeholders.
- Experience working in a customer service or similar customer-focused environment supporting people with a range of needs.
- Strong organisational skills, with the ability to prioritise workloads and meet deadlines.
- A solution-focused and proactive approach to problem solving.
- Good digital skills, including Microsoft Teams, Outlook and mobile technology.
- Good IT skills including Microsoft Office applications, SharePoint and OneDrive.
- Business awareness and commitment to delivering value for money.
- Understanding and commitment to Equality, Diversity and Inclusion.
Desirable
- Training or qualifications relating to customer service.
- Full, clean UK driving licence.
- Experience maintaining accurate customer records in line with GDPR requirements.
- Experience working within the housing sector.
- Knowledge of basic domestic construction and fault finding.
- Health & Safety awareness.
- Knowledge of housing-related issues and challenges affecting customers.
What we offer
- Competitive salary and benefits package
- Flexible and supportive working arrangements
- Meaningful work that improves homes and communities
- Access to learning and development opportunities
- Supportive team environment focused on wellbeing and inclusion
- Employee benefits including wellbeing support and staff perks
- Opportunities to contribute to service improvement and customer satisfaction
Applying Instructions
If you are interested in this role, please click'Apply Online' to upload your CV and supporting statement.
In your supporting statement, please provide examples demonstrating how you meet the essential and desirable criteria outlined in the Role Profile and Person Specification. Shortlisting decisions will be based on this information.
We welcome applications from people of all backgrounds and experiences. If you sharour values and are passionate about delivering excellent customer service, we'd love to hear from you.
As a Disability Confident employer, we are committed to providing reasonable adjustments throughout the recruitment process and employment. Please let us know if there is any support we can provide.
Ready to play your part? View the Role Profile Here
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