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Customer Liaison Officer

1 month ago

Sale, Trafford, United Kingdom L&Q Full time

Job Summary:

We are seeking a highly skilled and motivated Customer Liaison Officer to join our team at L&Q. As a key member of our Customer Liaison Team, you will play a vital role in delivering exceptional customer service and resolving complaints in a timely and professional manner.

Key Responsibilities:

  • Manage and own a caseload of complaints relating to maintenance works, ensuring that all issues are resolved to the customer's satisfaction.
  • Conduct thorough impartial investigations into customer complaints, gathering all relevant information and evidence to inform your decisions.
  • Work collaboratively with internal departments to ensure effective and efficient delivery of services to our customers.
  • Liaise with customers and internal departments via phone, Microsoft Teams, and email to resolve issues and provide updates on progress.
  • Challenging decisions of internal departments where necessary to ensure that customer complaints are resolved fairly and promptly.
  • Calculate compensation in line with company procedures and maintain high-quality records and notes on the system.
  • Be conversant with the Housing Ombudsman code and ensure that complaint handling and decisions are in line with the code.
  • Feed back the cause of complaints to prevent recurrence and improve our services.

Requirements:

  • Able to work in a fast-paced and high-pressured environment.
  • Excellent communication skills, verbal and written.
  • Excellent organisational skills.
  • Versatile and resilient.
  • Inquisitive and strong problem-solving skills.
  • Great customer service with strong empathy.
  • Strong time management and ability to work to deadlines.
  • Self-starter with strong initiative.
  • Able to work within a team and work collaboratively with internal and external stakeholders.

About Us:

L&Q is a regulated charitable housing association and one of the UK's most successful independent social businesses. We combine our social purpose with commercial drive to create homes and neighbourhoods everyone can be proud of. We are committed to supporting your work-life balance and recognise the changing demands and circumstances in life. Please let us know during the recruitment process if you're interested in part-time working or job sharing. In addition, should your circumstances change once you have joined L&Q, you can also request flexible working arrangements, a change to working hours - if it's feasible then we'll make it happen.

Benefits:

  • Agile working.
  • Strong family-friendly policies.
  • Committed Learning & Development.
  • Annual leave starting from 26 days rising to 31 PLUS bank holidays.
  • Excellent Pension Scheme – double contribution up to 6%.
  • An Employee Assistance Programme.
  • Great places to work certified 2022.
  • Best Workplaces for Women – ranked 23 in the UK.
  • Up to 21 volunteering hours per year.