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- Tasks: Provide friendly housing management services to leaseholders and customers.
- Company: Join The Guinness Partnership, a customer-focused organisation in West London.
- Benefits: Hybrid role with flexible working, competitive salary, and career development opportunities.
- Why this job: Be the face of Guinness and make a real difference in residents' lives.
- Qualifications: Strong customer service skills and experience in housing or property sectors.
- Other info: Interviews planned for February 2026; basic DBS check required.
The predicted salary is between 36000 - 60000 £ per year.
We are expanding our team in West London to provide a proactive and visible service to our residents. We have a new full time, permanent opportunity available for a Leasehold Customer Liaison Officer to join our Leasehold team. As a Leasehold Customer Liaison Officer, you will provide a friendly housing management service to our leaseholders. Reporting to the Leasehold Customer Liaison Manager, you will be part of a dedicated team across London.
This is a hybrid role that combines field-based responsibilities with office-based work. You will be the face of Guinness, and your key responsibility will be to provide an accessible face-to-face service for leaseholders, shared owners, DIY-shared ownership customers, and HomeBuy residents. You will work closely with our Homeowner Services team to manage and monitor Section 20 consultations, licences for alterations, etc.
We are a customer-focused organisation, so we know that how we do things is just as important as what we do. You’ll not only be an experienced leasehold housing professional, but you will also have great customer service skills and a willingness to go the extra mile to get the job done.
Responsibilities- Provide a friendly housing management service to leaseholders and related customers.
- Act as the face of Guinness in face-to-face interactions with leaseholders, shared owners, DIY-shared ownership customers, and HomeBuy residents.
- Work with the Homeowner Services team to manage Section 20 consultations and licences for alterations.
- Deliver a high standard of customer service and maintain effective communication with customers and colleagues.
- Adhere to regulatory and organisational requirements while supporting a smooth leasehold process.
- Excellent customer service delivery with strong communication and interpersonal skills.
- Ability to plan and work effectively without high levels of supervision.
- Ability to work on the go using mobile technology.
- Strong time management and prioritisation skills; ability to deliver value for money.
- Experience of working in a climate of legislative and organisational change.
- Proven problem-solving and decision-making abilities.
- Resilience and ability to handle challenging situations and deliver sustainable outcomes.
- Comfort with data analysis and drawing conclusions.
- Knowledge of Service Charges.
- Experience in housing or property sectors, ideally with leaseholders.
- Relevant professional qualifications in housing or willingness to attain.
- Knowledge of regulatory legislation for leasehold and social housing.
Interviews are planned for week commencing 23 February 2026. There is a requirement for a basic DBS check, paid for by The Guinness Partnership. Application: please review the role profile and submit a copy of your CV with a covering letter detailing how you meet the criteria.
Leasehold Customer Liaison Officer in City of London employer: Guinness
Contact Detail:
Guinness Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Leasehold Customer Liaison Officer in City of London
✨Tip Number 1
Get to know the company! Research Guinness and their values. When you understand what they stand for, you can tailor your approach in interviews and show how you fit right in with their customer-focused ethos.
✨Tip Number 2
Practice your face-to-face communication skills. As a Leasehold Customer Liaison Officer, you'll be the friendly face of the company. Role-play with friends or family to get comfortable with handling various customer scenarios.
✨Tip Number 3
Prepare some questions for your interview. This shows you're genuinely interested in the role and the company. Ask about their approach to customer service or how they handle challenging situations—this will help you stand out!
✨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 proactive and keen on joining the team at Guinness.
We think you need these skills to ace Leasehold Customer Liaison Officer in City of London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Leasehold Customer Liaison Officer role. Highlight your customer service experience and any relevant qualifications in housing. We want to see how your skills match 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 the perfect fit for our team. Share specific examples of how you've gone the extra mile in customer service, as that's super important to us.
Showcase Your Communication Skills: Since this role involves face-to-face interactions, make sure your written application reflects your strong communication skills. Keep it clear, concise, and friendly – just like how we interact with our residents!
Apply Through Our Website: Don't forget to apply through our website! It’s the best way to ensure your application gets to us directly. Plus, it shows you’re keen on joining our team at Guinness!
How to prepare for a job interview at Guinness
✨Know Your Stuff
Make sure you understand the role of a Leasehold Customer Liaison Officer inside out. Familiarise yourself with the responsibilities, especially around Section 20 consultations and customer service expectations. This will help you answer questions confidently and show that you're genuinely interested in the position.
✨Showcase Your Customer Service Skills
Since this role is all about providing a friendly housing management service, be ready to share examples of how you've delivered excellent customer service in the past. Think of specific situations where you went the extra mile for a customer or resolved a challenging issue effectively.
✨Demonstrate Your Problem-Solving Abilities
Prepare to discuss how you've tackled problems in previous roles. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will help you illustrate your decision-making skills and resilience, which are crucial for handling challenging situations in this job.
✨Ask Thoughtful Questions
Interviews are a two-way street, so come prepared with questions that show your interest in the company and the role. Ask about the team dynamics, how success is measured, or what challenges the team is currently facing. This not only demonstrates your enthusiasm but also helps you gauge if the company is the right fit for you.
