Customer Liaison Officer - Fixed Term - 18 months

What you’ll be doing:

• Completing pre-entry surveys and joint inspections with our contractors in advance of investment works, such as replacement windows, bathrooms and kitchens.
• Arranging consultation events with customers and contractors.
• Supporting customers by resolving complaints and responding to queries related to investment works in a well-coordinated, effective and responsive manner.
• Supporting the surveying team in the effective delivery of the planned maintenance works and being the main customer point of contact representing Great Places.
• Responding to customers through a range of media including phone, text, email, social media and webchat, promoting use of digital communication where possible.
• Supporting our customers’ needs and providing advice and guidance about appropriate services and referral routes, signposting to trusted partner agencies and service providers.
• Recording information and updating systems with survey data and ensuring that all data is stored in accordance with GDPR.
• Attending and contributing to pre-contract and progress meetings.

What you’ll need:

• Experience of working in a dynamic customer focused environment, with a proven ability of delivering a high standard of customer service and a positive attitude towards resolving customer complaints and requirements.
• Competent using Office 365 (compiling letters/reports/small spreadsheets).
• Excellent communication skills (written, verbal and at all levels).
• Knowledge of social housing.
• Good written and verbal communication.
• Experience and understanding of safeguarding.

Great Places Housing Group is committed to safeguarding and promoting the welfare of children, young people and adults and expects all our colleagues to share this commitment; this role is subject to a basic DBS check.

What we need from you:

• Ability to complete tasks in an accurate and timely manner when working under pressure.
• Effective liaison with contractors/other stakeholders to give information/find information/resolve problems.
• Organisation and good time management skills.
• Able to deliver a high standard of customer service.
• An understanding of the issues faced by people and families out of work or on low incomes.
• Flexible approach and a can-do attitude.
• Proactive in identifying issues before they reach a complaint stage.
• Full driving license and use of a vehicle.
• Commitment to work in partnership with others for the benefit of Great Places.
• Ability to work flexibly and when needed outside normal working hours to ensure service continuity.
• You will be required to attend a number of face-to-face training sessions as well as virtual sessions and e-learning; this part of your role is vital and of equal importance as the day-to-day aspects.
• A commitment to understand the challenges and opportunities that exist in the communities in which we work. We particularly value lived experience in social housing.
• A passion to advocate on behalf of people and communities.

What we give you in return for your hard work and commitment:

• Pension | DC Scheme (up to 10% contribution from both colleague and Great Places).
• WPA | Healthcare auto enrolled at no contribution level with £1250 of savings available - option to increase & add on family members.
• The Market Place | High street, restaurant & supermarket discounts, gym memberships, cycle to work, smart tech loans and much more.
• Annual Leave | Start at 26 days annual leave, increasing up to 30 days within 5 years + Bank Holidays.
• Savings Club | You can put aside money each month for 11 months to help you save for that special something (pays out in November's salary).
• Reward & Recognition | You Count Rewards are individual rewards for going 'above & beyond'.

At Great Places we believe the wellbeing of our colleagues is vital to enable them to deliver great services; all your benefits can be used inside and outside of work.