At a Glance
- Tasks: Engage with customers and residents to enhance satisfaction and resolve complaints effectively.
- Company: Fortem, a leading property solutions provider with a commitment to community improvement.
- Benefits: Generous leave, pay reviews, gym discounts, and comprehensive health benefits.
- Other info: Join a supportive team with excellent career growth and training opportunities.
- Why this job: Make a real difference in people's lives while developing your customer service skills.
- Qualifications: Experience in customer-facing roles and strong complaint handling abilities.
The predicted salary is between 30000 - 40000 € 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 team. You 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 and 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.
The Client: Fortem's contract with Orbit Housing covers over 17,000 houses across Stratford-upon-Avon, Coventry, Nuneaton, Northampton, Milton Keynes and Bedford. We have multiple workstreams, including Planned works, Re-Roofing, Repairs Maintenance, Voids and Capital Works.
Duties and Responsibilities: Working on the delivery of 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 schedule.
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
- Full UK Driving Licence (Max 5 points)
- Desirable Criteria:
- Previous undertaking of a similar role
- Awareness of diversity issues
Benefits:
- 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
- 24/7 access to GP appointment for you and your immediate family from Day 1
- Private pension employer contribution 3-6%
- Life Insurance, dental care, private healthcare insurance and eye care vouchers, cycle-to-work scheme, mobile phone provider shopping discounts
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 in Suffolk employer: Fortem
Fortem is an exceptional employer, offering a supportive work culture that prioritises employee well-being and professional growth. With generous benefits such as 25 days of annual leave plus bank holidays, extensive training opportunities, and a commitment to diversity and inclusion, employees are empowered to thrive in their roles. Located in the vibrant Stratford-upon-Avon area, Fortem's focus on community engagement and sustainable practices makes it a rewarding place to work for those passionate about making a positive impact.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Liaison Officer in Suffolk
✨Tip Number 1
Network like a pro! Reach out to your connections and let them know you're on the hunt for a Customer Liaison Officer role. You never know who might have a lead or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews by researching Fortem and their projects. Show them you’re not just another candidate; you’re genuinely interested in their work and how you can contribute to enhancing customer satisfaction.
✨Tip Number 3
Practice your complaint handling skills! Think of scenarios you might face as a Customer Liaison Officer and how you'd resolve them. This will help you shine during interviews and show off your resilience and negotiation skills.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take that extra step to connect with us directly.
We think you need these skills to ace Customer Liaison Officer in Suffolk
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Customer Liaison Officer role. Highlight your experience in customer-facing environments and any complaint handling expertise you have. We want to see how your skills align with what we're looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how you can enhance customer satisfaction. We love seeing genuine enthusiasm, so let your personality come through!
Showcase Relevant Experience:When filling out your application, be sure to showcase any relevant experience, especially in dealing with sensitive situations or negotiations. We value resilience and strong communication skills, so don’t hold back on sharing your successes!
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, you’ll find all the details you need about the role and our company there!
How to prepare for a job interview at Fortem
✨Know Your Stuff
Before the interview, make sure you understand Fortem's mission and values. Familiarise yourself with their projects, especially in social housing. This will help you demonstrate your genuine interest and how your skills align with their goals.
✨Showcase Your Customer Skills
Prepare examples from your past experiences where you've successfully handled customer complaints or sensitive situations. Highlight your negotiation skills and resilience, as these are crucial for a Customer Liaison Officer role.
✨Be Ready to Discuss Diversity
Since Fortem values equality and diversity, be prepared to discuss how you can contribute to creating an inclusive environment. Share any relevant experiences that showcase your awareness of diversity issues.
✨Ask Thoughtful Questions
At the end of the interview, have a few questions ready about the team dynamics, ongoing projects, or how they measure customer satisfaction. This shows your enthusiasm for the role and helps you gauge if it's the right fit for you.
