Senior Customer Liaison Officer in Birmingham

The Role
Due to our ongoing success at Fortem, we are excited to announce that we are hiring an experienced and confident Senior Customer Liaison Officer to join our Birmingham team. This role is based in southern Birmingham, with potential travel across the city. In this full-time position, you will lead a team of Customer Liaison Officers to enhance customer and client satisfaction across construction projects by engaging with tenants and supporting the Site Team in their duties.
The Project
Duties and responsibilities:
• Lead and manage a team of customer liaison officers, being responsible for their performance and work allocation
• Manage tenant\’s expectations by undertaking a resident induction visit and keeping communication channels open throughout the duration of work
• Ensure all forms of communication are created, implemented, and understood by all links in the communication chain, i.e. office, site and client. This could be letters, calls, newsletters etc.
• Daily contact with customers to include updates &/or to deal with any issues that may arise
• Ensure site supervisor is aware of any customer requirements/issues including diversity issues that should be considered during the planning and execution of works, and update and coordinate responses accordingly
• To secure feedback from all tenants affected by the work in the form of a satisfaction questionnaire when the work is completed
Essential and Desirable Criteria
Essential Criteria:
• Previous experience in a similar role, ideally within the construction industry
• Experience of managing a team
• Strong interpersonal skills, problem-solving abilities, patience, and understanding.
• Full driving licence
Personal Qualities
We are looking for a candidate who is a fantastic communicator, someone who enjoys meeting people, attending different sites and resolving problems pro-actively. At Fortem we look for a balance of skills and experience but just as important to us are your values and behaviours.
Additional Information
Benefits
• Salary sacrifice company car or Motor Expenditure Allowance
• 25 days annual leave +