Customer Liaison Officer in Rochdale

Are you passionate about delivering exceptional customer service and ensuring customers remain at the heart of property investment and improvement programmes? Rochdale Boroughwide Housing (RBH) is seeking a proactive and customer-focused Customer Liaison Officer to join our Property Services team on a part-time basis until August 2027. The hours and days of work will be discussed at interview.

This is a rewarding role that plays a vital part in ensuring the successful delivery of property services across our housing portfolio. As the key link between customers, contractors and internal teams, you will help ensure works are delivered efficiently, communication is clear and customers receive a positive experience throughout their journey.

This is an excellent opportunity for an experienced customer service, housing or property professional who enjoys building relationships, solving problems and making a real difference to customer satisfaction.

About the Role

As Customer Liaison Officer, you will act as the primary point of contact for customers during property improvement, maintenance and investment programmes. You will work closely with customers, colleagues, contractors and partner organisations to coordinate communication, manage appointments, resolve issues and ensure projects progress smoothly from start to finish. Working within a fast-paced environment, you will support the delivery of high-quality property services by ensuring customers are informed, engaged and supported throughout the lifecycle of works.

What are some of your key responsibilities?

• Acting as the key point of contact between customers, contractors and Property Services teams.
• Coordinating effective communication, access arrangements and customer engagement activities.
• Supporting the delivery of property improvement, compliance and investment programmes.
• Liaising with internal teams and contractors to ensure works are appointed, monitored and completed within agreed timescales.
• Assisting with customer enquiries, complaints and service requests, ensuring issues are resolved promptly and professionally.
• Maintaining accurate records of customer interactions, visits and programme activity on company systems.
• Supporting Property Services Managers with project administration and customer-focused initiatives.
• Attending customer meetings, consultation events, stakeholder forums and investment panels where required.
• Monitoring contractor performance and contributing to progress meetings and reporting requirements.
• Building positive relationships with customers, contractors, colleagues and external stakeholders.
• Supporting the continuous improvement of services, processes and customer communication methods.
• Helping to ensure projects are delivered on time, within budget and to high levels of customer satisfaction.

About You

You will have experience working in a customer-facing environment and be passionate about delivering excellent customer outcomes. You will be an effective communicator who can build positive relationships with a wide range of people, including customers, contractors, colleagues and external partners. You will be organised, adaptable and able to manage competing priorities while maintaining a strong customer focus. Most importantly, you will be committed to providing outstanding service and ensuring customers feel informed, supported and valued throughout their interactions with RBH.

You Will Have:

• Experience working in a customer-focused role, ideally within housing, property services or a related environment.
• Excellent communication and interpersonal skills, both written and verbal.
• Experience managing relationships with customers, contractors and stakeholders.
• Strong organisational skills and the ability to prioritise workloads effectively.
• Experience using Microsoft Office applications and IT systems.
• The ability to maintain accurate records and produce clear reports and correspondence.
• Strong problem-solving skills and the confidence to deal with challenging situations professionally.
• Experience working collaboratively within multi-disciplinary teams.
• A proactive approach with the ability to identify solutions and improve customer experiences.
• The ability to influence and challenge appropriately to ensure high standards of service delivery.
• A commitment to delivering excellent customer service and achieving positive outcomes.

Qualifications

Full UK Driving Licence and access to a vehicle for business use.

Why Join RBH?

This is an opportunity to play a key role in delivering services that directly improve customers' homes and living environments. You'll join a supportive and collaborative team dedicated to providing high-quality property services and exceptional customer experiences. Every day will bring new opportunities to engage with customers, solve problems and make a meaningful contribution to our communities.

What Do We Have to Offer You?

In addition to a competitive salary, you will benefit from:

• 30 days annual leave plus Bank Holidays (pro-rata)
• Flexible and smart working arrangements
• Healthcare cashback plan, virtual GP access and subsidised gym membership
• Employee Assistance Programme available 24/7
• Paid volunteering days
• Learning and development opportunities
• Plus, so much more

Diversity, Inclusion & Belonging

RBH is committed to creating an inclusive workplace where everyone feels valued, respected and supported. We operate a Guaranteed Interview Scheme for applicants who declare a disability, as defined by the Equality Act 2010, and meet the role's minimum requirements as set out in the advert and role profile.

Artificial Intelligence

We recognise that AI can be a useful tool when preparing applications. However, all information, examples and achievements included in your application must be truthful, accurate and based on your own experience.

The Company

Rochdale Boroughwide Housing Limited (RBH) is the UK’s first tenant and employee co-owned mutual housing society, with over 12,000 homes throughout the local area. As we’ve refocused our strategy back to our core housing role, we’ve taken the opportunity to work with our customers and colleagues to review and modernise the values that motivate us and will underpin everything we do. Our mutuality is focused on bringing genuine voice and influence to our customers and our colleagues in how we deliver our services. Our values get to the root of who we really are and what we stand for.

Our Values:

• Putting People First: We listen with empathy, respond with compassion, and make it easy for our customers to access our services.
• Doing What We Say: We earn trust through honesty, integrity, caring and keeping our promises.
• Working As One: We embrace our mutuality and work together to deliver great outcomes for the people living in our homes and communities.
• Delivering Quality: We invest wisely in our people and make it easy for them to deliver services and create places that our customers are proud to call home.
• Open & Transparent: We are curious, embrace diverse ways of thinking and seek feedback to help us improve.

The Benefits

• Buy additional annual leave
• Enhanced Pension Scheme
• Enhanced Maternity Pay
• Become part of a Mutual Organisation
• Two days paid volunteering
• Healthcare Cash plan & EAP Programme