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Customer Liaison Officer

2 months ago

Trafford, United Kingdom L&Q Full time
Job Title: Customer Liaison Officer

Job Summary:

We are seeking a highly skilled and customer-focused Customer Liaison Officer to join our Direct Maintenance Team. As a key member of our team, you will be responsible for managing and resolving customer complaints related to maintenance works, ensuring a positive experience for our residents.

Key Responsibilities:

  • Manage and own a caseload of complaints, ensuring timely and effective resolution
  • Conduct thorough impartial investigations and gather relevant information
  • Work collaboratively with internal departments to resolve issues and improve services
  • Liaise with customers and stakeholders via phone, email, and Microsoft Teams
  • Calculate compensation in line with company procedures
  • Maintain high-quality records and notes on the system
  • Ensure complaint handling and decisions align with the Housing Ombudsman code

Requirements:

  • Excellent communication and interpersonal skills
  • Ability to work in a fast-paced and high-pressured environment
  • Strong problem-solving and analytical skills
  • Experience in customer service and complaint handling
  • Ability to work collaboratively with internal and external stakeholders

What We Offer:

  • A competitive salary and benefits package
  • Opportunities for professional development and growth
  • A supportive and collaborative work environment
  • A chance to make a positive impact on our residents' lives

About Us:

L&Q is a leading housing association and social business, committed to providing high-quality homes and services to our residents. We are proud to be a Stonewall Diversity Champion and a Disability Confident employer, and we are committed to creating an inclusive and supportive work environment.