At a Glance
- Tasks: Engage with residents, coordinate repairs, and ensure smooth communication.
- Company: Join Fortem, a leader in property solutions and community improvement.
- Benefits: Competitive salary, company van, 34 days off, and private healthcare.
- Other info: Supportive team environment with extensive training opportunities.
- Why this job: Make a real difference in the community while developing your career.
- Qualifications: Customer service experience and strong communication skills required.
The predicted salary is between 30000 - 40000 £ per year.
Due to our continued success here at Fortem, we are excited to announce an opportunity for an experienced Customer Liaison Officer to become a pivotal part of our Cambridge Housing Society team. This is a permanent role with travel across Cambridgeshire. Please note, the office is based in Histon. The core working hours are Monday to Friday 8am-4:30pm. We offer a competitive salary, a company van - fully expensed for work purposes only. Plus lots more benefits!
The Customer: We are proud to advertise this will be working on the Cambridge Housing Society (CHS) contract. This is a long‑term partnership with houses covering the whole of Cambridgeshire, from Wisbech down to Haverhill, although primarily situated in central Cambridge. There are nearly 3,000 properties, mostly houses and flats, and we will be looking after their Repairs, Voids, Cyclical Works and Planned workstreams.
Duties and Responsibilities:
- Lead resident and community engagement initiatives, building strong relationships with local communities.
- Deliver clear and effective communications to customers and residents about the nature and scope of works.
- Act as the main point of contact for residents, addressing enquiries and concerns professionally and empathetically.
- Coordinate access arrangements to ensure works are delivered smoothly and on schedule.
- Resolve access‑related or resident issues promptly, escalating where necessary to ensure timely solutions.
- Maintain accurate records of communications, access arrangements, and issue resolutions for project documentation.
- You will be the first port of call for the tenants supporting them through their planned and retrofit refurbishment work.
- You will be working within a friendly, established and supportive team.
What You Will Need:
Essential Criteria:
- Previous experience of working in a customer facing role
- Ability to deal with sensitive situations
- Resilience and strong negotiation skills
- Proficiency in Microsoft Office
- Full Driving Licence
- A strong customer service background
- Solid and efficient administrative experience
Desirable Criteria:
- Experience of working within the Social Housing sector
- Customer Liaison or Tenant Liaison experience (not essential)
Benefits:
- Competitive salary based on experience with profit related bonus
- Company van provided, fully expensed for work purposes only
- 25 days annual leave + bank holidays + your birthday off (34 days total)
- Sick pay
- 26 weeks full pay maternity leave
- Annual pay reviews
- 8 weeks full pay paternity leave
- Discounted gym memberships at national and local gyms
- Up to £3,000 colleague referral fee
- Vast directory of training on bespoke in‑house Learning Management System
- Private healthcare and dental care
- Cycle to work scheme
- Retail and mobile phone provider discounts
Who We Are:
We are part of the Willmott Dixon group, established in 2002. Fortem provides specialist property solutions tailored to keep homes and buildings running smoothly. Our highly trained teams deliver a range of internal and external repairs as well as high quality voids, planned installations and gas services. Alongside our core functions, we have extensive experience in decarbonisation, specialising in making homes more energy‑efficient and helping clients on their journey to become zero carbon. Our experience, commitment to best practice and exemplary quality, together with a genuine partnered approach, ensures we achieve excellent outcomes for our partners, clients and customers. We have an established track record of improving communities and creating better places for people to work and live. We are Investors in People - Gold, we believe in equality, diversity and respect for all and encourage applications from all sectors of the community.
Customer Liaison Officer (CLO) in Cambridge employer: Fortem Cares
Fortem is an exceptional employer, offering a supportive and friendly work environment for the Customer Liaison Officer role based in Histon, Cambridge. With a strong focus on employee growth, we provide extensive training opportunities, competitive benefits including generous annual leave, and a commitment to community engagement that makes your work meaningful. Join us to be part of a team dedicated to improving lives and creating better places to live across Cambridgeshire.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Liaison Officer (CLO) in Cambridge
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Fortem Cares. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Fortem Cares before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Liaison Officer (CLO) in Cambridge
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Fortem Cares:Your cover letter is your chance to shine! Tell us why you want to work at Fortem Cares specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Fortem Cares!
How to prepare for a job interview at Fortem Cares
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
