Customer Liaison Officer

CV-Library • Burton upon Trent, Staffordshire • 1h ago

37 hours per week- Fixed Term March 2030

Salary up to £29,921 per annum

Benefits include Private Healthcare and Company Pension

In the role of Customer Liaison Officer, you will work collaboratively with colleagues across our Housing, Asset Management and our external Retrofit delivery Partner -supporting them to progress work programmes efficiently, and with as little disruption to our customers as possible.

You will play a vital role in ensuring we develop positive relationships with our customers, partners and stakeholders to provide information and support during delivery of the Wave 3 Decarbonisation programme to the Association’s stock.

You will undertake comprehensive consultations with our customers and will be a reliable and empathetic support to our customers throughout the whole process.

Key Responsibilities will include:

Be the first point of contact for our customers living in our homes where we plan to carry out Wave 3 Decarbonisation /or associated works.
Carry out comprehensive consultation with our customers using a range of communication methods such as newsletters, meetings, drop-in surgeries, open days and online, providing clear and helpful guidance.
Act as point of liaison between our customers and our internal and external partners, resolving any potential conflict. Respond promptly and effectively to any customer complaints. Identify any specific needs for our customers
Provide comprehensive statistical information and reports to Senior Management, Executive Management and our partners as required and formulate clear written procedures
Keep comprehensive and accurate records using CRM system and collate data on customer satisfaction levels.
Carry out site visits to customers during the consultation period, and once works have started on site. Provide aftercare support to tenants.
Work in partnership with external agencies and internal colleagues to ensure all risks and safeguarding concerns are thoroughly addressed.
Be committed to the health, safety and well-being of colleagues, customers and partners and support the aims and objectives of the Company’s Health & Safety Policy.

The successful candidate will have:

Customer Care (Ability to communicate sympathetically)
IT skills – Excel, Access, Word, Outlook
Ability to write and to produce reports with English GCSE Grade 4+(or) C / Functional Skills Level 2) and Maths GCSE Grade 4+ (or) C / Functional Skills Level 2)
Driving licence and use of car
Demonstrable experience of working in social housing is desirable
Organised / Ability to prioritise own workload
Willingness to support others
Interest and awareness of energy related works