Customer Liaison in Stoke-on-Trent

Customer Liaison Officer

About the Organisation

Our client is a growing UK regeneration and property services organisation delivering construction, maintenance, refurbishment and decarbonisation programmes in partnership with housing providers, local authorities and communities.

They are looking for a Customer Experience Coordinator in Staffordshire to play a key role in delivering a positive, professional and supportive experience for residents throughout improvement works to their homes.

As part of the Customer Experience team, you will be responsible for liaising with customers to arrange appointments for site teams, technical colleagues and other frontline teams, while ensuring customers are kept fully informed throughout the process.

The successful candidate will have excellent communication skills, a proactive and positive attitude, and the ability to manage multiple priorities in a fast-paced environment. You will be comfortable working to tight deadlines, resolving issues and building strong relationships with customers and colleagues.

The role will act as a key point of contact for residents throughout their journey, helping to build trusted relationships, coordinate communications, resolve concerns and ensure customers remain informed, consulted and supported throughout the delivery of improvement works.

Working closely with operational teams, site managers, clients and residents, you will help drive customer satisfaction, support service improvements and contribute to the successful delivery of regeneration and planned investment programmes.

The Role

The Customer Liaison Officer will be responsible for ensuring that customers receive a consistently high standard of service throughout the delivery of works to their homes.

Key Responsibilities

• Customer Relationship Management
• Act as the primary point of contact for customers throughout the lifecycle of improvement works.
• Build positive and trusted relationships with residents, ensuring customers feel listened to, informed and supported.
• Maintain regular communication with customers regarding appointments, programme updates, changes and completion of works.
• Conduct customer visits where required to monitor satisfaction and address concerns proactively.
• Ensure vulnerable customers receive appropriate support and consideration throughout the delivery process.
• Customer Journey Coordination
• Coordinate customer activities from initial introduction through to completion.
• Liaise with operational teams to ensure appointments are arranged efficiently and access requirements are met.
• Monitor customer interactions to ensure a consistent, high-quality service experience.
• Support the management of customer expectations by providing clear information regarding works, timescales and potential disruption.
• Ensure customers are kept informed of changes and developments throughout the programme.

Complaints & Resolution

• Support the investigation of customer concerns and complaints promptly and professionally.
• Work collaboratively with operational teams to resolve issues at the earliest opportunity.
• Ensure complaints are accurately logged, monitored and responded to within agreed timescales.
• Identify recurring issues and support the implementation of preventative actions and service improvements.

Customer Insight & Performance

• Collect and analyse customer feedback through satisfaction surveys, complaints and other feedback channels.
• Support the production of customer experience reports and performance information.
• Contribute to initiatives designed to improve customer satisfaction, service delivery and overall customer outcomes.
• Use customer feedback and insight to identify opportunities for improvement.
• Stakeholder Engagement
• Build effective working relationships with site teams, operational managers, clients and community stakeholders.
• Act as an advocate for the customer, ensuring their needs are represented within operational planning and decision-making.
• Support community engagement activities and social value initiatives where required.
• Continuous Improvement
• Promote a customer-first culture across projects and activities.
• Support the development and implementation of customer service improvements, processes and best practice.
• Contribute to customer experience projects and initiatives designed to enhance service delivery and customer outcomes.
• Share learning and best practice across projects and regions.
• Compliance & Governance
• Ensure customer data is handled in accordance with GDPR and relevant company policies.
• Maintain accurate customer records and management information systems.
• Adhere to all health and safety policies and procedures.
• Demonstrate professionalism and the organisation's values and behaviours in all interactions with customers, colleagues and stakeholders.
• Additional Responsibilities
• Manage internal systems, data capture processes and reporting requirements to support accurate customer insight and performance monitoring.
• Support the preparation of KPI data, performance dashboards and management reports.
• Take responsibility for health and safety matters within your area of responsibility.
• Undertake other reasonable duties in line with the requirements of the role.

Essential Experience

• Experience in a customer-facing role delivering a high level of customer service.
• Experience managing customer enquiries, complaints and service requests.
• Experience working within a fast-paced operational environment.
• Experience coordinating multiple activities and priorities simultaneously.
• Experience using CRM, customer database or case management systems.
• Experience working collaboratively with internal and external stakeholders.
• Desirable Experience
• Experience within social housing, planned maintenance, construction, regeneration or property services.
• Experience supporting community engagement or social value initiatives.
• Experience working with housing associations, local authorities or public sector organisations.
• Essential Knowledge
• Understanding of customer service principles.
• Knowledge of complaint handling.
• Understanding of customer satisfaction and performance measures.
• Awareness of data protection and confidentiality requirements.

Desirable Knowledge

• Understanding of social housing and regeneration environments.
• Awareness of Housing Ombudsman Complaint Handling Code requirements.
• Knowledge of customer experience measurement techniques, including customer satisfaction surveys.

Skills & Competencies

• Excellent verbal and written communication skills.
• Effective problem-solving and decision-making abilities.
• Ability to remain calm and professional when handling challenging situations.
• Strong organisational and time management skills.
• Ability to influence positively and manage customer expectations.
• Excellent attention to detail and record-keeping skills.
• Proficiency in Microsoft Office, including Outlook, Word and Excel.
• Ability to work independently and as part of a wider team.
• Positive, proactive and customer-focused approach.
• Ability to manage competing priorities and work effectively under pressure.

Qualifications

• Full UK Driving Licence.
• Relevant customer service qualification or equivalent practical experience.

What's on Offer

• Competitive salary, dependent on experience.
• Pension contribution scheme.
• Life assurance.
• Private healthcare available.
• Bonus scheme.
• Volunteering leave.
• Opportunity to work on meaningful housing, regeneration and community improvement programmes.
• Supportive working environment with opportunities for professional development and progression.

The organisation is focused on improving homes, neighbourhoods and the lives of the people who live in them, with customer experience, partnership working and long-term community value at the heart of its approach.

This is an excellent opportunity for someone who is passionate about customer service and wants to make a tangible difference to residents and communities while developing their career within the housing, property and regeneration sector.