Customer Liaison Officer
- We're recruiting for two Customer Liaison Officer opportunities. One role is a permanent full-time position and the other is a 3-month fixed-term contract. Candidates can indicate their preference during the application process and are welcome to be considered for both opportunities.
Reporting to the Contract Support Manager, you will have a key role supporting the delivery of our contracts across the department. You will be the main point of contact for our customers and for internal colleagues, providing information and resolving queries while contractors are delivering works in customers’ homes.
What you’ll be doing
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Providing excellent customer communications in support of our contract delivery , ensure customer requirements are understand, reasonable adjustments are identified, and that customer are informed throughout the contract delivery process, addressing concerns as they arise.
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Arranging and attending consultation events with customers and contractors.
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Supporting Contract Delivery Officers in delivering an excellent customer focused service and coordinating investment and remedial works with customers.
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Maintain effective relationships with consultants / contractors ensuring they deliver appropriate workmanship to any agreed programmes.
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Visiting customers in their homes before, during and after works are carried out, to ensure that customers understand the benefits of the carbon investment proposals, have a dedicated point of contact for all project queries, and works are delivered by contractors to excellent levels of customer satisfaction.
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As required, attend project meetings with external contractors and colleagues to review progress against project timelines.
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Support any communication requirements to effective manage contracts, including supporting our approach to hard to access customers.
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Ensuring that Great Places’ systems and data are kept up to date to reflect works carried out and to assist with statistical returns to Government where necessary.
What you'll need
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Full UK driving licence and access to a vehicle.
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Experience providing excellent customer service and resolving customer queries in a professional environment.
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Strong communication and interpersonal skills, with the ability to build positive relationships with a wide range of people.
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Experience coordinating activities, appointments or projects involving multiple stakeholders.
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Ability to manage competing priorities and work accurately in a fast-paced environment.
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Good IT skills, including Microsoft Office applications.
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A proactive approach to problem-solving and resolving customer queries.
Desirable
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Experience working within social housing, property services, construction or maintenance environments.
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Knowledge of retrofit, decarbonisation or planned investment programmes.
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Experience working with contractors or external partners.
What we need from you
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Empathy with our tenants and residents and willingness to deliver exceptional customer service
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A commitment to understand the challenges and opportunities that exist in the communities in which we work. We particularly value lived experience in social housing
- A passion to advocate on behalf of people and communities
- A commitment to work in partnership with others for the benefit of Great Places
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A commitment to continuous learning and improvement
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Ability to work flexibly and when needed
What we give you in return for your hard work and commitment
Pension ¦DC Scheme (up to 10% contribution from both colleague and Great Places)
WPA ¦Healthcare auto enrolled at no contribution level with £1250 of savings available- option to increase & add on family members
The Market Place ¦High street, restaurant & supermarket discounts, gym memberships, cycle to work, smart tech loans and much more
Annual Leave ¦Start at 26 days annual leave, increasing up to 30 days within 5 years+ Bank Holidays
Reward & Recognition ¦ You Count Rewards are individual reward’s for going ‘above & beyond’
Help with transport ¦ We offer season ticket loans, an affordable way to purchase season tickets for public transport at discounted rates.
Wage Stream ¦ You can access savings opportunities and early access to wages
At Great Places we believe the wellbeing of our colleagues is vital to enable them to deliver to great services, all your benefits can be used inside and outside of work.
Great Places Housing Group is committed to safeguarding and promoting the welfare of children, young people and adults and expects all our colleagues to share this commitment. All successful applicant(s) will be subject to an enhanced criminal records background check (Child and Adult Workforce, Child Barred List). Further detail on our commitment to safeguarding children/young people & vulnerable adults can be found in the Great Places Housing Group Safeguarding Policy & Recruitment Policy on our website.
Great Places Housing Group exists to improve the lives of the people living in our 25,000 homes across the North West and Yorkshire. We are much more than just a landlord, providing a wide-range of services and promoting partnership work to create vibrant, sustainable communities.
You can find details of our story, our vision and our values here.
At Great Places, we are committed to using inclusive hiring practices. By embracing diversity and difference, we enrich our teams with varied perspectives, drive, and innovation to create an environment in which everyone can thrive. We welcome applications from people of all identities, backgrounds, and cultures and are committed to fostering an environment in which everyone can be their authentic self; building a workforce that truly reflects the diverse communities we serve.
We love to hear from anyone who is enthusiastic about working in social housing. We know people can be reluctant to apply if they don’t fill 100% of the job requirements. So, if you are unsure that your qualifications and skills are what we are looking for in this role, why not let us decide?
We want to create a recruitment process that allows you to perform at your best! Should you need any support or information throughout the process, please reach out to our recruitment team at [email protected].
