Customer Liaison Officer - Housing Repairs & Maintenance in Worcester

Are you an experienced Housing Repairs & Maintenance Customer Resolutions/ Liaison professional wanting to have an impact and shape future service delivery? Do you put the customer at the heart of everything you do? If so, then this Customer Liaison Officer role could be the ideal job for you!

Overview

Our Property Care team have an exciting opportunity for a Customer Liaison Officer to join our team. We are looking for a dedicated and diligent customer service professional who can put the needs of our customers first and live our Bring Your Best values every day through their work.

Responsibilities

• You will take the lead in our team on customer complaint management for one of our clients located around Hereford and Leominster, providing a key point of contact, investigating, resolving, and responding to complaints whilst keeping the customer updated along the way.
• Maintain data and produce performance information and insights about complaints and collaborate with the service manager and the delivery teams, to understand and help shape future property repairs and maintenance service delivery.
• Promote best practice and help identify opportunities for continuous improvement.
• Recognise great customer service and celebrate Bring Your Best behaviours in the team.
• Combine a strong technical knowledge of property repairs and maintenance with a passion for delivering excellent customer service, taking ownership of complaints from start to end whilst championing our Bring Your Best values.

Key Competencies & Skills

• Customer-focussed: you must be passionate about delivering first-rate customer service and willing to go the extra mile for customers.
• Self-motivated with the ability to work calmly under pressure and have a positive can-do attitude.
• Great organisational skills with the aptitude to prioritise your workload to meet deadlines whilst managing competing priorities and demands.
• Strong IT skills to manage data and coordinate cross-departmental information flow.
• Desire to collaborate with internal and external stakeholders to deliver the best outcomes for customers.
• Excellent communication skills with the ability to work as part of a team as well as using your own initiative.
• Ability to work autonomously making pragmatic decisions involving colleagues as needed.
• Continuously strive to develop your technical knowledge of responsive repairs and voids works.
• Be an ambassador for both our client and Platform Property Care.

Experience & Qualifications

You will need to have demonstrable customer service experience and a track record in finding solutions that meet the needs of the customers; and have experience of dealing with more challenging problematic situations. Proven experience in a front-line customer complaints role is desirable.

Travel and Working Conditions

While this role is home-based, you should have the ability to travel to Group offices as required. Our Group offices are in Birmingham Business Park and Central Park, Worcester. The role will require travel as required to visit site and customers so you will need use of your own vehicle or alternative means of getting to required locations.

Disability Confident

Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people.

About Platform Property Care

Part of Platform Housing Group, Platform Property Care is a well-established property maintenance business. Working with us is more than just a job. We value the contribution that our colleagues make to our business; our vision is clear - we are growing fast, and we aim to achieve our plan through an engaged and highly skilled team.