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- Tasks: Support vulnerable customers with housing issues and advocate for their needs.
- Company: Join a compassionate team dedicated to making a difference in the community.
- Benefits: Competitive salary, car allowance, flexible working, and career development opportunities.
- Other info: Dynamic role with opportunities for personal growth and community engagement.
- Why this job: Make a real impact by helping individuals navigate complex challenges in their homes.
- Qualifications: Strong communication skills and experience with vulnerable customers required.
The predicted salary is between 32936 - 41170 £ per year.
Salary: £32,936 - £41,170 per annum plus a car allowance of £2,329 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.
We’re looking for a Customer Liaison Officer to provide flexible, person-centred support to vulnerable customers facing complex issues relating to their home, tenancy or community. This is a highly rewarding role where you’ll work closely with customers to help them navigate challenges, remain safe in their homes, and achieve the best possible outcomes.
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
- You’ll be someone who is compassionate, organised and confident working with complexity.
- You’ll bring:
- 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
- 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
Contact Detail:
Moat Homes 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 your field, 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 and scenarios related to customer liaison roles. Think about how you’d handle complex cases and be ready to share examples from your past experiences that showcase your skills.
✨Tip Number 3
Don’t just apply anywhere; focus on companies that align with your values and where you can make a real impact. Check out our website for opportunities that match your passion for helping vulnerable customers!
✨Tip Number 4
Follow up after interviews! A quick thank-you email can go a long way in showing your enthusiasm for the role and keeping you top of mind for the hiring team. It’s a simple yet effective way to stand out.
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 abilities. Use clear, concise language in your application and provide examples of how you've effectively communicated with customers in the past. We love a good story!
Highlight Relevant Experience: If you've worked with complex housing issues or vulnerable customers before, make sure to shout about it! Share specific examples of your past experiences that relate to the responsibilities outlined in the job description. We’re all about those real-life connections!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about what we do at StudySmarter!
How to prepare for a job interview at Moat Homes
✨Know Your Stuff
Make sure you understand the role of a Customer Liaison Officer inside out. Familiarise yourself with the key responsibilities, especially around supporting vulnerable customers and managing complex housing issues. This will help you answer questions confidently and show that you're genuinely interested in the position.
✨Showcase Your Empathy
Since this role involves working closely with vulnerable customers, be prepared to share examples of how you've demonstrated compassion and understanding in past roles. Think about specific situations where you’ve helped someone navigate a tough time, as this will highlight your suitability for the job.
✨Brush Up on Relevant Legislation
Having a good grasp of landlord and tenant legislation, as well as safeguarding procedures, is crucial. Before the interview, review any relevant laws or policies that could impact your work. This knowledge will not only impress your interviewers but also show that you’re proactive and well-prepared.
✨Prepare Questions
Interviews are a two-way street, so come armed with thoughtful questions about the role and the organisation. Ask about their approach to tenancy sustainment or how they handle complex cases. This shows that you’re engaged and serious about making a positive impact in the role.