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- Tasks: Support vulnerable customers with housing issues and ensure their safety at home.
- Company: Join a dedicated team focused on community welfare and support.
- Benefits: Competitive salary, car allowance, and flexible working options.
- Why this job: Make a real difference in people's lives while developing your skills.
- Qualifications: Strong communication skills and experience with vulnerable customers required.
- Other info: Opportunity for career growth and professional development in a supportive environment.
The predicted salary is between 32936 - 41170 ÂŁ per year.
Salary: ÂŁ32,936 - ÂŁ41,170 per annum plus a car allowance of ÂŁ2,329 per annum
Hours: 35 hours per week, Monday–Friday
Contract: Full time, permanent
Location: Likely to be based out of our Pollards Hill office, Mitcham (other offices could be discussed), with agile working and travel across London, Sussex and other office locations, as required.
What you’ll be doing:
- You’ll manage a caseload of vulnerable customers, providing practical, person‑centred support to help them remain safe in their homes and navigate complex housing issues.
- You’ll support customers who have been temporarily moved from their homes, acting as their advocate and coordinating with Property Services, Neighbourhood teams and partner agencies to enable safe and timely returns, or to identify longer‑term housing solutions where needed.
- You’ll also play an active role in escalating and reviewing complex cases through the Complex Cases Review Panel.
- You’ll work closely with customers who are not engaging or refusing access, building trust, identifying safeguarding concerns and managing risks to both the individual and the wider community.
- Alongside this, you’ll lead on tenancy sustainment support, coordinating multi‑agency input, completing risk assessments, and helping customers understand and manage their tenancy responsibilities.
- You’ll maintain accurate records, contribute to service‑related complaints, and carry out your role in line with our values, policies, and health & safety responsibilities.
What we’re looking for:
- Strong communication skills and a good standard of education
- Excellent CRM system skills and confidence managing customer data accurately
- Experience working with vulnerable customers and complex housing‑related issues
- A good understanding of landlord responsibilities and keeping customers safe in their homes
- Knowledge of housing‑related welfare benefits
- The ability to work calmly and effectively with customers experiencing crisis or change
- Strong partnership‑working skills, including experience engaging with Social Services, police and local support agencies
- A full UK driving licence, access to your own vehicle, and flexibility to work outside normal office hours when required
Desirable / development criteria:
- A CIH or NVQ Level 3 qualification (or willingness to work towards one)
- Knowledge of Landlord & Tenant legislation and safeguarding procedures
- Experience managing ASB, no‑access cases, hoarding or chaotic lifestyles
Customer Liaison Officer employer: Moat Homes Ltd
Contact Detail:
Moat Homes Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Liaison Officer
✨Tip Number 1
Network like a pro! Reach out to people in the housing sector, attend local events, and connect with professionals on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions related to customer support and housing issues. We recommend role-playing with a friend or using online resources to boost your confidence and refine your answers.
✨Tip Number 3
Showcase your skills! Bring examples of how you've successfully managed vulnerable customers or complex cases in previous roles. This will demonstrate your experience and ability to handle the responsibilities of a Customer Liaison Officer.
✨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 are proactive about their job search!
We think you need these skills to ace Customer Liaison Officer
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Liaison Officer role. Highlight your experience with vulnerable customers and any relevant skills that match the job description. We want to see how you can bring your unique flair to our team!
Showcase Your Communication Skills: Since strong communication is key in this role, don’t shy away from demonstrating your ability to connect with people. Use examples from your past experiences where you’ve successfully managed complex situations or built trust with customers.
Be Clear and Concise: When writing your application, keep it straightforward and to the point. We appreciate clarity, so avoid jargon and make sure your passion for helping others shines through. Remember, we’re looking for someone who can communicate effectively!
Apply Through Our Website: We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy – just follow the prompts!
How to prepare for a job interview at Moat Homes Ltd
✨Know Your Stuff
Make sure you understand the role of a Customer Liaison Officer inside out. Familiarise yourself with housing-related issues, landlord responsibilities, and the support systems available for vulnerable customers. This knowledge will help you answer questions confidently and show that you're genuinely interested in the position.
✨Showcase Your Communication Skills
Since strong communication is key for this role, prepare examples of how you've effectively communicated with customers in the past. Think about times when you’ve built trust or resolved conflicts, especially with vulnerable individuals. Practising these scenarios can help you articulate your experience during the interview.
✨Demonstrate Your Problem-Solving Abilities
Be ready to discuss how you've handled complex cases or crises before. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will help you clearly convey your thought process and the positive outcomes of your actions, which is crucial for a role that involves managing sensitive situations.
✨Ask Insightful Questions
Prepare thoughtful questions to ask at the end of your interview. Inquire about the team dynamics, the types of cases you might handle, or how success is measured in the role. This shows your enthusiasm and helps you gauge if the company culture aligns with your values.