Customer Liaison Officer

Sanctuary is one of the UK's leading providers of housing, care and community services. With around 13,000 employees, we maintain a culture where diversity is valued and talent is nurtured and rewarded.

Customer Liaison Officer

Homeworking with frequent travel across the South West region

£32,244 - £33,941 per year

35 hours per week – Monday to Friday, 9:00am – 17:00pm

Temporary position for up to 2 years

We have an exciting opportunity for a Customer Liaison Officer to join our Customer Care team (Development). You will work within a team of 15 which is spread across the country, you will also work with Development Managers and Project Managers across the different building sites to ensure up to date information is provided to customers and external stakeholders.

The Team is responsible for managing the defects under the Defects Liability Period for 2 years from when a new home is handed over to the customer, also assist with managing customer complaints and face to face visits with the customers covering a large geographical area in the Southwest. The team also assist with fire remediation and regeneration work that fall under the development directorate.

The role of Customer Liaison Officer will include:

• Acting as the main point of contact for customers and external stakeholders
• Handling day to day enquries and providing the customer with daily updates on site
• Day-to-day visits and phone calls and making appointments to visit customers
• Taking ownership and managing customer expectations
• Daily liaison with builders and the Construction team, to provide updates on scope of works / development and progress
• Ensuring Housing SAP interactions are up to date when speaking with customers
• Taking appropriate action for unresolved customer issues and liaising with the Customer Care and Development team

Skills and experiences:

• Extensive experience dealing with customers face to face and travelling to where is required
• Excellent problem solving and analysis skills
• Ability to deal with disappointed customers
• Demonstrable experience within a similar role is essential
• Excellent communication and flexible interpersonal skills with the ability to prioritise and plan workload in a professional manner
• Proficient in using Microsoft Word and Excel (or similar)
• Travel is a requirement of the role; therefore a full valid driving licence is essential

Why work for us?

We provide homes and care for more than 250,000 people in England and Scotland. Our customers are at the heart of all we do. With around 14,000 colleagues, we foster a diverse and inclusive culture, and nurture and reward talent.

Our Benefits

As part of our commitment to making Sanctuary a great place to work, where your wellbeing is of genuine importance, we have developed an attractive employment package. The package recognises your contribution, supports your physical, mental and financial health and gives you the flexibility to tailor your employee benefits by offering:

• 25 days annual leave (rising to a maximum of 30 days) plus public holidays (pro rata)
• A pension scheme with matching employer contributions from Sanctuary up to set limits
• Life Assurance
• Employee Volunteering scheme
• Employee Advice Service including counselling
• Cycle to Work scheme
• Voluntary health plans
• Employee discounts
• Wellbeing support and tools
• Employee recognition scheme
• Employee platform to access your reward and wellbeing package online, find exclusive discounts, wellbeing resources and recognition tools
• Employee Networks, with a shared interest in inclusion, and who provide invaluable support to colleagues
• Role salary is £31,503 with an additional policy allowance of £740.34 per annum (rising to £33,161 with an additional policy allowance of £779.30 per annum after 12 months, subject to satisfactory performance)

View the job profile (if the link is unavailable please visit the Sanctuary careers website)

Closing Date: 11 November 2025

If you're unsure about any details, have questions about the role or want to discuss a need for adjustments, our fantastic talent team will be happy to help you -

We reserve the right depending on application numbers to close or extend the closing dates for positions; we would therefore recommend an early application.

View more detail about what it's like to work for our organisation, and what we offer on our Sanctuary careers pages at -

Inclusion is one of our core values. Our goal is to be a diverse, inclusive organisation where our people thrive and meet our customers' needs with fairness and empathy. We know having a range of ideas and opinions makes a difference. We encourage and welcome applications from people from diverse backgrounds to support this mission. We will make adjustments throughout your application process, in line with Sanctuary's commitment to our Disability Confident employer status.

Building Equality and Diversity

Sanctuary Group encourages and welcomes applications from people from diverse backgrounds to support our commitment to offering an inclusive environment for our employees and customers.

We work closely with the Home Office in order to prevent unlawful working.

Sanctuary Group is a trading name of Sanctuary Housing Association, an exempt charity.