At a Glance
- Tasks: Lead communications with residents and manage customer enquiries for building safety projects.
- Company: MTVH, a forward-thinking organisation prioritising customer safety and engagement.
- Benefits: Competitive salary, agile working opportunities, and a commitment to equality and inclusion.
- Other info: Join a growing team dedicated to enhancing community safety and wellbeing.
- Why this job: Make a real difference in residents' lives while shaping customer engagement strategies.
- Qualifications: Experience in customer service, strong communication skills, and a proactive problem-solving approach.
The predicted salary is between 39717 - 39717 £ per year.
Location: London (with Travel across MTVH regions as required)
Salary: 37,732 - 39,717 per annum
Reporting to: Customer Liaison Lead
Contract: Full Time
Make a Difference Where It Matters Most
At MTVH, the safety of our customers is our number one priority. We are looking for a passionate and customer-focused Customer Liaison Officer to join our Building Safety team and play a key role in delivering building safety programmes that protect our residents and communities. This is an exciting opportunity to join a newly established team where you will act as the voice of the customer, ensuring residents are informed, supported and engaged throughout intrusive surveys, interim safety measures and remedial works programmes. You'll help shape how we communicate with customers while delivering an exceptional customer experience.
What You'll Be Doing
- Lead communications with residents regarding building safety surveys and remedial works programmes.
- Act as the key point of contact between customers, Customer Services, surveyors and other internal teams.
- Manage customer enquiries, complaints and concerns, ensuring issues are resolved promptly and effectively.
- Produce regular customer communications and site updates.
- Support project teams in securing access to residents' homes to facilitate essential works.
- Build an understanding of residents' individual needs and vulnerabilities to deliver tailored support.
- Coordinate responses to enquiries from MPs and Councillors.
- Track, monitor and report on customer communications and customer satisfaction.
- Support continuous improvement initiatives to enhance the customer experience and service delivery.
What We're Looking For
We're seeking someone who is passionate about customer service and can build trust and confidence with residents during potentially challenging projects. You will have:
- Experience delivering exceptional customer service.
- Strong communication and presentation skills.
- Experience managing customer enquiries and complaints.
- Excellent organisational and prioritisation skills.
- Strong attention to detail and administration skills.
- Good understanding of tenancy, leasehold management and the Section 20 consultation process.
- Confidence working collaboratively with a wide range of stakeholders.
- Strong IT skills, including Microsoft Office applications.
- A proactive approach to problem solving and continuous improvement.
Living Our MTVH Values
At MTVH, our values guide everything we do:
- Care - You put residents first, showing empathy, respect and understanding, particularly when supporting vulnerable customers.
- Dare - You are confident making decisions, solving problems and challenging the status quo to improve services and customer outcomes.
- Collaborate - You work effectively with colleagues, contractors, surveyors and stakeholders to achieve shared goals and deliver an excellent customer experience.
- Own - You take responsibility for your work, follow through on commitments and ensure customer enquiries and complaints are resolved successfully.
Why Join MTVH?
- Be part of a growing Building Safer team delivering a business-critical service.
- Make a tangible difference to the safety and wellbeing of our residents.
- Opportunity to shape and influence customer engagement strategies.
- Agile working opportunities.
- Work for an organisation committed to equality, diversity and inclusion.
If you're a customer-focused professional who thrives on building positive relationships, solving problems and making a real difference to residents' lives, we'd love to hear from you. Join MTVH, a future shaped by you, delivering pride in every home.
Customer Liaison Officer - The Johnson Building, EC1N 8JS employer: MTVH
At MTVH, we pride ourselves on being an exceptional employer dedicated to fostering a supportive and inclusive work environment. As a Housing with Support Manager in Lambeth, you will not only have the opportunity to make a meaningful impact in the lives of older residents but also benefit from a culture that values employee growth, offers comprehensive training, and encourages collaboration. Join us to be part of a team that is committed to enhancing community well-being while enjoying competitive salaries and a vibrant workplace.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Liaison Officer - The Johnson Building, EC1N 8JS
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at MTVH. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like MTVH before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Liaison Officer - The Johnson Building, EC1N 8JS
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to MTVH:Your cover letter is your chance to shine! Tell us why you want to work at MTVH specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at MTVH!
How to prepare for a job interview at MTVH
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
