Customer Liaison Officer

**Everwarm** employs over 500 people, delivering high-quality, multi-measure projects across the UK. We focus on quality of service and delivery, and on improving the lives our clients and their customers by creating better environments in which to work, live and learn. Our vision is to be a unique and outstanding asset and energy services organisation, where we lead our market and innovate in our sectors.

**We are looking to recruit an experienced office-based Customer liaison officer within the Leeds area.**

The Customer liaison officer facilitates the smooth running of projects by building and maintaining positive relationships to ensure effective liaison between the residents, sub-contractors, client representatives and the team.

**Main Duties / Accountability**
- Ensure implementation of all Company Policies and Procedures.
- Develop effective working relationships with client representatives including housing department to reduce duplication and ensure consistency of information and approach keeping tenants fully informed regarding the programme.
- Assessing where high risk/vulnerable customers are present and ensuring Operational Supervisor tailors works according to the risk level.
- Establish customer individual requirements by carrying out an initial resident profile, documenting any points discussed and tailoring individual communication plans accordingly. Work with site staff to implement effective practices.
- Create and maintain property files (both paper and electronic).
- Liaise with staff to enable the flow of information between all parties.
- Where appropriate, consult with customer representatives and groups, arranging meetings to communicate the programme, get feedback and discuss any other locally significant issues.
- Ensure recurring outbound telephone calls to customers. confirming all survey and work dates.
- Manage complaints in line with our complaint's procedure.
- Distribute high quality, easy to understand communication materials as requested.
- Participate in Project Management meetings as required.
- To provide aftercare packs and instruct on new installations.
- Arrange satisfaction surveys for all residents, collating responses, and work with operations Supervisor to use feedback to improve our service.
- Any other reasonable management request as agreed with Area Manager.

**Experience / Skills**
- At least 1-year Customer liaison experience within the construction / social housing sector
- Report writing.
- Excellent customer service skills, telephone manner
- Highly organised
- Excellent attention to detail
- Ability to work within guidelines.
- Ability to competently operate MS office (Word & Excel)

**What We Offer**
- Competitive salary
- Company pension scheme via pension salary exchange
- Car allowance - 10% of base salary (or company car)
- Life assurance
- EV car scheme via salary exchange
- Employee Assistance Programme with 24 hours telephone and online access
- 32 days annual leave (Inc. statutory bank holidays and Christmas and New Year Closure)
- Company sick pay
- Generous recommend a friend scheme
- Sureserve Group Legends scheme, with a reward for the ultimate legend
- Employee engagement events to bring together colleagues and families e.g., Everwarm Family Fun Day, Summer BBQ, Christmas Night out
- Access to Flexible Benefits Scheme (including bike to work scheme, healthcare cash plan).

We are committed to developing talent at all levels, ensuring equality, diversity, and inclusion in the way we work and in the communities in which we work, and making sure that every one of our people, clients and customers has the opportunity and support to fulfil their professional and personal potential.

Successful applicants will be required to provide evidence of their eligibility to work in the UK, & DBS checks will be conducted prior to employment.