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- Tasks: Manage customer complaints and deliver top-notch service in a dynamic environment.
- Company: Join L&Q, a leading social housing provider focused on quality homes and thriving communities.
- Benefits: Enjoy agile working, generous holidays, learning opportunities, and a supportive work culture.
- Why this job: Make a real impact by resolving issues and enhancing customer experiences in a diverse team.
- Qualifications: Experience in customer service, strong communication skills, and a problem-solving mindset are essential.
- Other info: Flexible working arrangements and a commitment to inclusion make this role truly rewarding.
The predicted salary is between 29568 - 41400 £ per year.
Contract Type: Permanent Full time
Persona: Agile/hybrid working – office-based 20-40% (1-2 days per week)
Office locations: London E15 or Manchester M33
Salary: Starting from £29,568 (nationally £25,530)
Closing date for applications: 4th June 2024 at 11pm
Interviews: To be confirmed
Our customers are the most important part of our business. As a member of the Customer Liaison Team, you will deliver excellent customer service to internal and external customers. This role involves managing complaints about maintenance work in residents\’ homes and communal areas, acting as the \’voice and face\’ of the Trust.
The ideal candidate will have experience in customer service, complaint handling, and excellent communication skills. You will work collaboratively across departments, manage a caseload of complaints, conduct investigations, and ensure adherence to response deadlines and company policies.
Your responsibilities include:
- Managing and owning a caseload of complaints related to maintenance work.
- Conducting impartial investigations.
- Working within response deadlines and adhering to SLA’s/KPI’s.
- Liaising with customers and internal teams via phone, Teams, and email.
- Challenging decisions and calculating compensation as per procedures.
- Maintaining accurate records and ensuring compliance with the Housing Ombudsman code.
- Feeding back causes of complaints to prevent recurrence.
Skills and experience required:
- Ability to work in a fast-paced, high-pressure environment.
- Excellent verbal and written communication skills.
- Strong organizational skills and resilience.
- Problem-solving skills and empathy.
- Effective time management and ability to meet deadlines.
- Self-starter with initiative and teamwork skills.
We value diversity and are committed to creating an inclusive environment. Our benefits include agile working, family-friendly policies, learning and development, generous holiday entitlement, pension scheme, employee assistance program, and recognition as a great place to work.
If you are motivated to make a difference and resolve issues effectively, apply now!
Our organizational values and behavioral framework guide us in all we do. We are committed to supporting your work-life balance and flexible working arrangements. We are proud to be recognized for our commitment to inclusion and social responsibility.
Join L&Q, a leading social housing provider dedicated to creating quality homes and thriving communities.
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Customer Liaison Officer - 5718 employer: L&Q
Contact Detail:
L&Q Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Liaison Officer - 5718
✨Tip Number 1
Familiarise yourself with the Housing Ombudsman code and the specific complaints process related to maintenance work. This knowledge will not only help you understand the role better but also demonstrate your commitment to effective complaint resolution during interviews.
✨Tip Number 2
Showcase your customer service experience by preparing examples of how you've successfully handled complaints in the past. Be ready to discuss specific situations where your communication skills and problem-solving abilities made a positive impact.
✨Tip Number 3
Research L&Q's values and recent initiatives in social housing. Understanding our mission and how we operate will allow you to align your answers with our organisational goals, making you a more attractive candidate.
✨Tip Number 4
Prepare questions that reflect your interest in the role and the company culture. Asking insightful questions during the interview can demonstrate your enthusiasm for the position and your desire to contribute positively to the team.
We think you need these skills to ace Customer Liaison Officer - 5718
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to grasp the responsibilities and skills required for the Customer Liaison Officer position. Tailor your application to highlight relevant experiences in customer service and complaint handling.
Craft a Compelling CV: Ensure your CV is up-to-date and clearly outlines your experience in customer service, communication skills, and any relevant achievements. Use bullet points for clarity and focus on quantifiable results where possible.
Write a Strong Cover Letter: In your cover letter, express your motivation for applying and how your skills align with the role. Mention specific examples of how you've successfully managed complaints or improved customer satisfaction in previous roles.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for this role.
How to prepare for a job interview at L&Q
✨Showcase Your Customer Service Experience
Be prepared to discuss your previous roles in customer service. Highlight specific examples where you successfully managed complaints or resolved issues, as this will demonstrate your ability to handle the responsibilities of a Customer Liaison Officer.
✨Demonstrate Strong Communication Skills
Since the role requires excellent verbal and written communication, practice articulating your thoughts clearly. You might be asked to explain how you would communicate with customers and internal teams, so think about your approach to maintaining professionalism and empathy.
✨Prepare for Scenario-Based Questions
Expect questions that present hypothetical situations related to complaint handling. Prepare by thinking through how you would conduct investigations, manage caseloads, and adhere to deadlines while ensuring customer satisfaction.
✨Research the Company and Its Values
Familiarise yourself with the company's mission and values, especially their commitment to diversity and inclusion. This knowledge will help you align your answers with their organisational culture and show that you are genuinely interested in being part of their team.
