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- Tasks: Support vulnerable customers with housing issues and help them navigate complex challenges.
- 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 achieve safe and stable housing.
- Qualifications: Strong communication skills and experience with vulnerable customers required.
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: Can be based out of our Dartford, Ashford (Stanhope) or Maldon offices, with agile working and travel across Kent and Essex 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 in Dartford employer: Moat Homes
Contact Detail:
Moat Homes Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Liaison Officer in Dartford
✨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 all about making that personal connection!
We think you need these skills to ace Customer Liaison Officer in Dartford
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 of the role. We’re all about finding the right fit!
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 don’t miss out on any important updates. Plus, it’s super easy – just a few clicks and you’re done!
How to prepare for a job interview at Moat Homes
✨Know Your Stuff
Make sure you understand the role inside out. Familiarise yourself with the responsibilities of a Customer Liaison Officer, especially around supporting vulnerable customers and managing complex housing issues. Brush up on relevant legislation and welfare benefits to show you’re well-prepared.
✨Show Your Compassion
This role is all about empathy and support. Be ready to share examples from your past experiences where you've successfully helped someone in a difficult situation. Highlight your communication skills and how you build trust with customers facing challenges.
✨Demonstrate Organisational Skills
You’ll be managing a caseload, so it’s crucial to showcase your organisational abilities. Talk about how you prioritise tasks, keep accurate records, and coordinate with multiple agencies. Use specific examples to illustrate your approach to managing complex cases.
✨Ask Thoughtful Questions
Prepare some insightful questions to ask at the end of your interview. This shows your genuine interest in the role and the company. You might want to ask about the team dynamics, the types of cases you’ll handle, or how success is measured in this position.