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Customer Liaison Officer

4 months ago

Stratford, United Kingdom Howells Solutions Full time

**Customer Liaison Officer**

**Based in Stratford**

**Full time, permanent - hybrid working available**

**£25,000 per annum**

Are you an experienced Customer Liaison Officer with excellent customer contact and care skills? Do you have proven organisation skills along with the determination to further your career in an exciting new position? If so, we may be able to help you

Here at Howells Solutions we are working with a leading, Social Housing repairs & maintenance contractor to find a successful and proactive Customer Liaison Officer to join their team in Stratford.

As the Customer Liaison Officer, it will be your responsibility to develop positive relationships with residents of social housing in order to provide information and support during refurbishment, maintenance and major works programmes. You will prevent and limit dissatisfaction, resolve complaints and queries quickly and efficiently. This scheme is based in the public sector and previous experience working on social housing projects in a similar role is essential.

Customer Liaison OfficerKey Responsibilities include:

- Proactively respond to expressions of dis
- satisfaction at the initial stage, preventing escalation wherever possible.
- Investigate, register all complaints and report in accordance with company and client procedures. Ensure all MP, Councillor enquiries and complaints are investigated and resolved efficiently and within target and advising residents and clients of their outcomes.
- Make appointments for further works, if required, and ensure these are carried out and completed to the resident’s satisfaction.
- Arrange compensation or goodwill gestures if required, all to be agreed and approved by the Customer Service Manager / Divisional Manager.
- Respond to expressions of dis-satisfaction received from residents via the text message service within agreed timescales and ensure the issues are addressed.
- Ensure resident telephone surveys are carried out and recorded, with the appropriate action taken regarding feedback. Provide a monthly report detailing the findings of the surveys and actions taken to address any issues or problems that have arisen.

**Customer Liaison Officer Skills, Experience & Qualifications**
- Previous experience, in a customer facing environment
- Ability to deal with sensitive situations, interpersonal skills, problem solving, patience and understanding
- Ability to communicate using written and verbal skills
- Ability to prioritise workload
- Communicate courteously and positively at all levels
- Working knowledge of MS Excel and Word

You will be working for a modern, forward thinking business; that believes the strengths, skills and personalities of their people are the key to the group's success.

**Job Types**: Full-time, Permanent

**Salary**: £25,000.00 per year

**Benefits**:

- Work from home

Schedule:

- 8 hour shift
- Monday to Friday

Ability to commute/relocate:

- Stratford: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Complaint handling: 1 year (required)

Work Location: In person

Reference ID: 36953