Customer Liaison Officer

2 weeks ago

Birmingham, Birmingham, United Kingdom Fortem Cares Full time

The Role

We are seeking an experienced and confident Customer Liaison Officer to join Fortem Cares, based in Birmingham with travel across the south of the city. The successful candidate will be accountable for the delivery and continuous improvement of customer and client satisfaction levels, supporting the delivery of a large capital works programme.

Key Responsibilities

  • Ensure all forms of communication are created, implemented, and understood by all links in the communication chain.
  • Comply with health and safety regulations and Fortem's processes and procedures.
  • Notify customers of the intended start dates for the work and update them accordingly.
  • Manage tenant's expectations by ensuring they understand the nature and scope of works, the likely extent of disruption during the works, and the mutual obligations of themselves and the contractor.
  • Deal with any issues/complaints on behalf of the customers, resolving them in order to stop complaints being registered in accordance with company standards.
  • Ensure site supervisor is aware of any customer requirements/issues, and update and coordinate responses accordingly.
  • Identify diversity issues relating to tenants & neighbours affected by the work and liaise with colleagues to ensure these issues are properly considered during the planning and execution of works.
  • Secure feedback from all tenants affected by the work in the form of a satisfaction questionnaire when the work is completed.

Essential and Desirable Criteria

The successful candidate will meet the following criteria:

  • Previous experience of working in a customer-facing environment – ideally within construction.
  • Ability to deal with sensitive situations.
  • Resilience and strong negotiation skills.
  • Full Driving Licence.
  • Proficiency in Microsoft Office.

Personal Qualities

At Fortem Cares, we look for a balance of skills and experience, but just as important to us are your values and behaviours. We are looking for people to join our team aligned to our values which are: loyal & united, honest & trustworthy, take responsibility, be proud, and listen & act.

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