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Customer Liaison Officer

4 months ago

Chatham, United Kingdom mhs homes Full time

**We’re looking for a brilliant Customer Liaison Officer to work in the third tier of our Customer team to deliver an incredible service to our customers.**

**About the role**:
Making sure our customers have the best experience when interacting with us is a real team effort from all areas of our business. As a member of our Customer team, you’ll be a key part in this.

Reporting to the Customer Team Assistant Manager, you’ll take ownership of our most complex cases, dealing with complicated customer needs or vulnerability. This will involve working with customers face-to-face, in their homes or on the telephone.

You’ll oversee the holistic management of complex cases, which may relate to areas such as tenancy sustainment, debt, anti-social behaviour or allocation needs.

You’ll need to deploy specialist knowledge and skills to resolve complex situations achieving the best possible outcomes for the customer, the community and mhs homes. You’ll work closely with colleagues sharing knowledge and best practice as well as working with external agencies such as the Police and Social Services.

**About You**:
It’s vital that you have experience of working within the housing sector, or with people in housing need, in some or all of the following areas;
- Debt and welfare benefits advice
- Tenancy management
- Sustainment
- Anti-Social Behaviour
- Housing need

You’ll need to have a thorough knowledge of relevant legislation in your area(s) of expertise, as well as strong customer management skills. In addition, you’ll need to be able to effectively manage a portfolio of complex cases.

You’ll need to hold a full driving licence, and be able to use a car for work purposes.

**We offer**:

- Pension contributions matched up to 6%
- 28 days holiday (pro rata) and the option to buy/sell holiday
- Flexible Working
- Training & Development
- A great team of colleagues to work with
- Regular charitable events and a range of wellbeing activities
- Enhanced family leave policies
- A really competitive package of flexible employee benefits
- Access to 2 holiday homes in Dorset and Norfolk

**Next steps**:
Does the opportunity to help to shape our journey to become an agile, responsive, customer focused and digitally empowered organisation at a leading housing association excite you? If so, we would love to hear from you. Please refer to the attached **Role Profile** and **Leadership Behaviours** for further details about the role.

Interviews will be held during the week commencing 21st August 2023

To find out what it's like to work for us, view our recruitment video.

We’re Investors in Diversity accredited, and a Disability Confident employer. This means if you tell us you have a disability and meet the minimum requirements for the job, we’ll offer you an interview. We can be flexible when assessing people so everyone has the best opportunity to demonstrate they can do the job.