At a Glance
- Tasks: Engage with residents and ensure smooth project delivery in social housing.
- Company: Fortem, a leading company in social housing projects with a focus on community engagement.
- Benefits: Competitive salary, generous leave, gym discounts, and extensive training opportunities.
- Other info: Join a diverse team with excellent career progression opportunities.
- Why this job: Make a real difference in your community while developing valuable skills.
- Qualifications: Customer service experience, strong communication skills, and a full UK driving licence.
The predicted salary is between 36000 - 60000 £ per year.
Due to our continued growth and success here at Fortem, we have a new permanent opportunity for a skilled Customer Liaison Officer to become a pivotal part of our Orbit Housing Planned works teamYou will be predominantly based across sites in Stratford upon Avon and surrounding areas Therefore, a car for travel is essential.This role will suit candidates who promote continuous improvements, enhance customer and client satisfaction which will involve strong customer complaint handling.As a Customer Liaison Officer, you will collaborate closely with tenants, providing invaluable support to our Site Team to ensure seamless project delivery and heightened customer experiences.Full time Hours are Monday-Friday 8.00am-4.30pm
Our Services
Fortem’s contract with Orbit Housing covers over 17,000 properties across Stratford-upon-Avon, Leamington Spa, Coventry, Nuneaton, Northampton, Milton Keynes and Bedford. We have multiple workstreams, including Repairs & Maintenance, Voids, Capital Works and Re-Roofing.We are currently rated as 4.5 on Glassdoor and 93% of staff would recommend to a friend!
Duties & Responsibilities
Working on the delivery various Social Housing projects, you will play a key role in resident and community engagement initiatives and communications, liaising with customers and residents to ensure a clear understanding of the nature and scope of works happening.You will coordinate access arrangements as necessary, ensuring any issues or concerns are resolved quickly and effectively, in order for works to be completed to scheduleYou will use MS Excel for updating notes and information for the team accurately
What you will need
Essential Criteria:
- Previous experience of working in a customer facing environment with complaint handling expertise
- Ability to deal with sensitive situations
- Resilience and strong negotiation skills
- Proficiency in Microsoft Office including Excel spreadsheets
- Full UK Driving Licence (Max 5 points)
Desirable Criteria:
- Previous undertaking of a similar role
- Awareness of diversity issues
- Competitive Annual Salary
- We provide MEA Car Allowance at £4,000 per annum
- Eligible for company performance bonus which is up to 10% of base salary per annum
- 25 days annual leave + bank holidays & your birthday off* (34 days total)
- Pay review every year
- 26 weeks full pay maternity leave
- 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/Fortem Advance schemes available for career progression
- 24/7 access to GP appointment for you and your immediate family from Day 1
- Private pension employer contribution 3-6% of your base salary into your pension pot
- Life Insurance, dental care, private healthcare insurance and eye care vouchers
- Cycle-to-work scheme, mobile phone provider shopping discounts & more
Who we are and why we are a great place to work!
Fortem are Social Housing property experts. It is our sole focus, and the only sector we have worked in since inception in 2002. We successfully deliver works across three workstreams – Repairs & Maintenance, Capital Works and Retrofit. Our mission is to raise the bar in Social Housing and help our clients provide safe, warm and decent homes for people to live in - because Every Home Matters.We are a Willmott Dixon Group Company. As such, we benefit from the credibility and recognition associated with a large and long-established brand – whilst as a standalone business within the Group, we maintain the flexibility to adapt our services to meet the unique challenges of the social housing marketplace. Our success is due to our people. They are passionate, committed and care about what we deliver for our clients and partners and residents. We take pride in developing our employees and supporting them to achieve their potential. For us, a sustainable future is about ensuring we continue to develop our people for our future needs and recruiting the right talent.Our culture, built around Courage, Care and Respect, ensures that we always deliver not only the job done but, most importantly, the job done in the right way. We are Investors in People – Gold standard, we believe in equality, diversity and respect for all and encourage applications from all sectors of the community.*Please note that we may close this vacancy earlier than the advertised closing date if we receive a high volume of suitable applications, so we encourage early applications.
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Customer Liaison Officer in Stratford-upon-Avon employer: Fortem Cares
Fortem Cares is an exceptional employer, offering a supportive work culture that prioritises employee growth and development. With competitive salaries, a company van, generous leave, and various perks, our team members enjoy a fulfilling work-life balance while making a meaningful impact in the communities of Peterborough, Northamptonshire, and Leicestershire.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Liaison Officer in Stratford-upon-Avon
✨Tip Number 1
Get to know the company! Research Fortem and their projects, especially in social housing. This will help you tailor your conversations and show genuine interest during interviews.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend local events. Building relationships can give you insider info and might even lead to a referral.
✨Tip Number 3
Prepare for situational questions. Think about how you’d handle sensitive situations or customer complaints. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining the Fortem team.
We think you need these skills to ace Customer Liaison Officer in Stratford-upon-Avon
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Liaison Officer role. Highlight your experience in customer-facing environments and any relevant skills that match the job description. We want to see how you can bring value to our team!
Showcase Your Communication Skills:As a Customer Liaison Officer, strong communication is key. Use your application to demonstrate how you've effectively liaised with customers in the past. Share specific examples of how you've resolved issues or enhanced customer satisfaction.
Be Honest About Your Experience:If you've dealt with sensitive situations or have negotiation skills, don’t shy away from mentioning them! We appreciate honesty and want to know how your past experiences can help us improve our services.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, it shows you're keen on joining our fantastic team at Fortem!
How to prepare for a job interview at Fortem Cares
✨Know Your Role Inside Out
Before the interview, make sure you thoroughly understand the responsibilities of a Customer Liaison Officer. Familiarise yourself with the specific workstreams mentioned in the job description, like Windows & Doors and Surveys for Storage Heaters. This will help you demonstrate your knowledge and show that you're genuinely interested in the role.
✨Showcase Your Customer Skills
Since this role is all about enhancing customer satisfaction, prepare examples from your past experiences where you've successfully dealt with customers or resolved sensitive situations. Highlight your resilience and negotiation skills, as these are key to thriving in this position.
✨Be Ready to Discuss Diversity Awareness
Fortem values diversity, so be prepared to discuss how you can contribute to an inclusive environment. Think about your previous experiences and how they relate to working with diverse communities. This will show that you align with the company's values and are ready to engage with a wide range of residents.
✨Plan Your Travel Logistics
Since travel is essential for this role, ensure you have a plan for how you'll get to the various sites and meetings. Mentioning your vehicle and your readiness to travel during the interview will demonstrate your commitment and reliability, which are crucial for a Customer Liaison Officer.
