Customer Liaison Officer

4 weeks ago


Birmingham, Birmingham, United Kingdom Fortem Cares Full time

The Role

Fortem Cares is seeking an experienced and confident Customer Liaison Officer to join our team in Birmingham. The successful candidate will be accountable for delivering and continuously improving 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 intended start dates for work and update them accordingly.
  • Manage tenant expectations by ensuring they understand the nature and scope of works.
  • Deal with issues and complaints on behalf of customers, resolving them in accordance with company standards.
  • Identify diversity issues and liaise with colleagues to ensure they are properly considered during the planning and execution of works.
  • Secure feedback from tenants affected by the work in the form of a satisfaction questionnaire when the work is completed.

Essential 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 who are passionate about delivering excellent customer service and willing to go the extra mile to ensure customer satisfaction.



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