Customer Liaison Officer

3 weeks ago

Manchester, United Kingdom Great Places Housing Group Full time

Customer Liaison Officer

At Great Places Housing Group, we are seeking a skilled Customer Liaison Officer to join our team. As a key member of our customer service team, you will play a vital role in ensuring that our customers receive exceptional service and support.

Key Responsibilities:

  • Complete pre-entry surveys and joint inspections with contractors to ensure a smooth delivery of investment works.
  • Arrange consultation events with customers and contractors to facilitate effective communication.
  • Support customers by resolving complaints and responding to queries related to investment works in a timely and effective manner.
  • Work closely with the surveying team to ensure the effective delivery of planned maintenance works and serve as the main customer point of contact for Great Places.
  • Respond to customers through various media channels, promoting digital communication where possible.
  • Provide advice and guidance to customers on appropriate services and referral routes, signposting to trusted partners and service providers.
  • Record information and update systems with survey data, ensuring compliance with GDPR.
  • Attend and contribute to pre-contract and progress meetings.

Requirements:

  • Experience working in a dynamic customer-focused environment with a proven ability to deliver high-quality customer service.
  • Competency in using Office 365, including compiling letters, reports, and small spreadsheets.
  • Excellent communication skills, both written and verbal, at all levels.
  • Knowledge of social housing and attention to detail.
  • Good written and verbal communication skills.
  • Experience and understanding of safeguarding.
  • Ability to complete tasks accurately and timely under pressure.
  • Effective liaison with contractors and stakeholders to resolve issues.
  • Organisation and time management skills.
  • Able to deliver high-quality customer service.
  • Understanding of the issues faced by people and families out of work or on low incomes.
  • Flexible approach and a can-do attitude.
  • Proactive in identifying issues before they become complaints.
  • Full driving license and use of a vehicle.
  • Commitment to working in partnership with others for the benefit of Great Places.
  • Ability to work flexibly and outside normal working hours when needed.
  • Passion for customer service.
  • Commitment to understanding the challenges and opportunities in the communities we serve.

What We Offer:

  • Pension: DC Scheme with up to 10% contribution from both colleague and Great Places.
  • WPA: Healthcare auto-enrolled at no contribution level with £1250 of savings available.
  • The Market Place: Discounts on high street, restaurant, and supermarket items, gym memberships, cycle-to-work schemes, and more.
  • Annual Leave: 26 days annual leave, increasing to 30 days within 5 years, plus Bank Holidays.
  • Savings Club: Opportunity to save money each month for 11 months.
  • Reward & Recognition: Individual rewards for going above and beyond.

At Great Places, we believe in the wellbeing of our colleagues, enabling them to deliver great services. All benefits can be used inside and outside of work.

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