Customer Liaison Officer

2 weeks ago

Trafford, United Kingdom L&Q Full time
About the Role

We are seeking a highly skilled and dedicated 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 that our residents receive exceptional service and support.

Key Responsibilities
  • Manage and own a caseload of complaints, working within response deadlines and adhering to team SLA's/KPI's
  • Conduct thorough impartial investigations, liaising with customers and internal departments via phone, Microsoft Teams, and email
  • Challenging decisions of internal departments, calculating compensation in line with company procedures
  • Maintaining high-quality records and notes on the system, ensuring compliance with the Housing Ombudsman code
  • Feeding back the cause of complaints to prevent recurrence, working collaboratively with other departments to ensure effective and efficient delivery of services
Requirements
  • Excellent communication skills, verbal and written, with the ability to work in a fast-paced and high-pressured environment
  • Strong organisational skills, with the ability to manage multiple priorities and deadlines
  • Excellent problem-solving skills, with the ability to think critically and make sound decisions
  • Great customer service skills, with the ability to empathise with customers and provide a positive experience
  • Ability to work within a team, with strong relationship management and stakeholder engagement skills
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. Our vision is that everyone has a quality home they can afford, and we are committed to building aspiration, opportunity, and confidence in our communities through our £250 million L&Q Foundation and our skills academy.

We are an employer committed to environmental and social responsibility, and we expect all of our employees to support our environmental policy and social responsibility work. We are a Stonewall Diversity Champion, a Disability Confident (Committed) employer, and have signed the Time to Change Employer Pledge to demonstrate our commitment to end mental health discrimination in the workplace.

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, and we will do our best to accommodate your needs.

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