Customer Liaison Officer

**Resident / Customer Liaison Officer**

**Novus Property Solutions** is a dynamic, award-winning property maintenance, refurbishment, compliance, and decarbonisation specialist with more than 750 colleagues in 21 locations across Great Britain, providing a combination of local knowledge and national strength. We are a social and environmentally responsible family-owned business with a rich 125-year heritage, delivering a range of bespoke services and solutions to a wide variety of clients.

As a result of our success we have an excellent opportunity for an enthusiastic** **Resident Liaison Officer** **to work on our Social Housing Kitchen and Bathroom Refurbishment, Planned Works programs across the Bedfordshire, Hertfordshire and North London area.

**Benefits;**
- Competitive salary
- 26 Days Hols & Bank holidays - option to buy or sell holidays
- Company pension scheme - up to 7.5%
- Fleet Van
- Discounted Healthcare Scheme
- Highstreet & lifestyle discounts
- Enhanced Maternity and Paternity pay
- A day paid volunteering per year
- Length of service awards
- Any many more.

**Summary - **Contract/Resident Liaison Officer**

You will act as the ‘voice and face’ of Novus so demonstrable experience of delivering customer focused services in a demanding public facing environment is essential. Dealing with the various enquiries and issues our diverse customer base will have.

The role will involve taking the lead in dealing with customer enquiries and issues relating to the various types of works our Operational team and Sub Contractors perform in our clients residents homes.

The purpose of this role will be to support our Operational team in achieving customer satisfaction through liaison with customers and internal teams to ensure our repair and improvement work is carried out with mínimal impact to the customer.

**Main Responsibilities - **Contract/Resident Liaison Officer**
- To lead on delivering all added value contractual commitments
- Responsible for managing and delivering social value and customer service
- Responsible for supporting site or contract with liaison between customers, clients and wider community
- Delivering Social Value and an excellent Customers Service are key parts of the overall service Novus provide to our clients, it is vital that you have a passion to go the ‘extra mile’ for each contract your Liaison role support
- The role will involve taking the lead on dealing with enquiries and issues relating to various types of works delivered by our site teams and sub-contractors. You will act as the ‘voice and face’ at a contract and site level, demonstrating experience of delivering social value and a customer focused service in what can be a demanding public facing environment
- Planning and diarising community, skills and employment initiatives to carry out for the whole year, trying to keep these in line with the Social Value Act
- Establish an effective communications system to keep all the site team informed and maintain good relationships with the customers and construction team
- You will coordinate the distribution of information regarding upcoming works and maintain information concerning contractual commitments
- Carry out site visits with client and customers who may be involved in improvement works
- Providing an overview of current and proposed improvement works
- Dealing with queries, responding to complaints and resolving concerns in a positive manner
- Initiate / generate technical instructions, site notes and other site observations
- Identify possible case studies where we have shown excellent Customer Service and Social Value impact to communicate to our clients and for use in tendering new contracts
- Manage any reporting required for the Contracts this role is responsible for supporting
- Promote all good news stories and all initiatives with Marketing to ensure that we are capturing the good work we do

**Key skills and Qualifications**
- Must have confident presentation and communications skills
- Social Housing experience is an advantage but not essential
- Excellent IT skills, proficient in the use of MS Office
- Must be flexible to travel locally and hold a Full UK Driving Licence

Applications are welcomed from all as we are an Equal Opportunities Employer. We are a socially and environmentally responsible national building and maintenance company.