At a Glance
- Tasks: Handle customer complaints and queries with professionalism and efficiency.
- Company: Hyde, a social purpose-driven organisation creating safe, affordable homes.
- Benefits: Up to £25,500 salary, generous holiday, excellent pension, and career development.
- Other info: Hybrid working model with a focus on diversity and inclusion.
- Why this job: Make a real difference in communities while developing your customer service skills.
- Qualifications: Strong communication skills and a calm, empathetic approach required.
The predicted salary is between 25500 - 25500 £ per year.
As a Customer Liaison Officer you’ll be the first point of contact for customers raising complaints or queries, ensuring every case is handled professionally, efficiently and in line with our service standards.
What You’ll Be Doing
- Receive, investigate and resolve complaints from phone, email, web and social media.
- Support customers in diagnosing repairs and arrange suitable appointments.
- Liaise with internal teams and contractors to secure early resolution and prevent repeat issues.
- Maintain accurate case records in Hyde’s CRM, ensuring timely updates and data integrity.
- Provide clear, professional communication via phone, email and letter.
- Carry out administrative tasks to support the wider service.
About You
- Strong communication skills and a calm, empathetic approach.
- Confidence in handling complaints and resolving issues quickly.
- Ability to work collaboratively and build trust with customers and colleagues.
- Good IT skills, including CRM systems and Microsoft Office.
- A commitment to delivering excellent customer service every time.
Why join us?
We own and manage 125,000 homes and are driven by a strong social purpose—creating safe, affordable homes and thriving communities. We are committed to providing safe, sustainable homes for our customers. You’ll be part of a collaborative and professional team where your work will directly contribute to safer neighbourhoods and improved customer outcomes.
Benefits
- Excellent pension
- Generous holiday allowance
- Life assurance
- Flexible benefits platform
- Career development & learning support
- Volunteering days
Diversity, inclusion and accessibility
Equity, diversity and inclusion are central to life at Hyde. We’re committed to creating a truly inclusive workplace where everyone feels respected, valued and able to be themselves. Our aim is to have a workforce that reflects the diversity of the customers and communities we serve, ensuring that different perspectives are represented in decision‑making, service delivery, and the way we shape our organisation. As a Disability Confident Employer, we’re happy to provide reasonable adjustments throughout the recruitment process and in the workplace.
Please note: candidates will be required to complete an online psychometric assessment prior to interview. We reserve the right to close this advert early if a suitable candidate is identified.
Customer Liaison Officer (Complaints) in London employer: THE HYDE GROUP
Hyde is an exceptional employer, offering a supportive and inclusive work environment where your contributions directly impact the creation of safe, affordable homes and thriving communities. With a strong commitment to employee development, generous benefits including a robust pension scheme and flexible working arrangements, Hyde fosters a culture of collaboration and respect, ensuring that every team member feels valued and empowered to grow in their career.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Liaison Officer (Complaints) in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at THE HYDE GROUP. 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 THE HYDE GROUP 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 (Complaints) in London
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 THE HYDE GROUP:Your cover letter is your chance to shine! Tell us why you want to work at THE HYDE GROUP 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 THE HYDE GROUP!
How to prepare for a job interview at THE HYDE GROUP
✨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.
