Senior Customer Liaison Officer

1 week ago

Oldham, United Kingdom Fortem Solutions Ltd Full time

**The Role**
Due to our continued success at Fortem, we are thrilled to offer an exciting opportunity for an experienced Senior Customer Liaison Officer to join our team in Oldham. This is a permanent role, reporting to the Customer Care Manager, where you will play a key part in delivering exceptional customer service and ensuring smooth operations across our sites. As a Senior Customer Liaison Officer, you will be responsible for overseeing and supporting one Customer Liaison Officer, while also managing your own designated site. This role requires a proactive and customer-focused individual who can build strong relationships, resolve queries efficiently, and uphold our commitment to excellence. This role involves travel across the Greater Manchester area, with core working hours of Monday to Friday, 8:00am-4:30pm.
**The Customer**
You will be working on the delivery of a Social Housing project across the greater Manchester area. This role is perfect for someone who is passionate about enhancing customer and client satisfaction. As a Senior Customer Liaison Officer, you will collaborate closely with tenants, providing invaluable support to our Site Team to ensure seamless project delivery and heightened customer experiences.
**Duties and Responsibilities**
Senior Customer Liaison Officer duties and responsibilities include: - Managing and supporting one Customer Liaison Officer - Lead resident and community engagement initiatives, building strong relationships with local communities. - Deliver clear and effective communications to customers and residents about the nature and scope of works. - Act as the main point of contact for residents, addressing enquiries and concerns professionally and empathetically. - Coordinate access arrangements to ensure works are delivered smoothly and on schedule. - Resolve access-related or resident issues promptly, escalating where necessary to ensure timely solutions. - Maintain accurate records of communications, access arrangements, and issue resolutions for project documentation.
**What You Will Need**
The Senior Customer Liaison Officer will meet the following criteria: Essential criteria: - Previous experience of working in a Customer/Tenant/Resident Liaison Officer role - Experience of working within the Social Housing sector - Ability to deal with sensitive situations - Resilience and strong negotiation skills - Proficiency in Microsoft Office - Full Driving Licence
**Benefits**
Senior Customer Liaison Officer benefits: - Competitive salary based on experience with profit related bonus - Salary sacrifice car lease OR Motor Expenditure Allowance (£3,500) - 25 days annual leave + bank holidays + your birthday off (34 days total) - Sick pay - 26 weeks full pay maternity leave - Annual pay reviews - 8 weeks full pay paternity leave - Discounted gym memberships at national and local gyms - Up to £3,000 colleague referral fee - Vast directory of training on bespoke in-house Learning Management System - Private healthcare and dental care - Cycle to work scheme - Retail and mobile phone provider discounts
**Who We Are**
Job Reference: FOR03806

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