Customer Liaison Officer

Salary: Up to £32,000
Job Type: Full Time, Permanent
Location: Head Office - West Didsbury
Benefits: Competitive pension, 26 days holiday plus bank holidays, increasing with service, cycle to work scheme, season ticket loans for public transport plus much more.

As the Customer Liaison Officer, you will engage with customers and stakeholders to ensure smooth delivery of our investment programme. Your key responsibilities include conducting surveys, organising consultation events, addressing complaints, and providing support through various channels. This role is crucial in maintaining positive relationships and contributing to project success.

What you’ll be doing:

• Engaging with Great Places Customers and stakeholders building trusted relationships as part of investment programme delivery
• Completing pre-entry surveys and joint inspections with our contractors in advance of investment works, such as replacement windows, bathrooms and kitchens
• Arranging consultation events with customers and contractors
• Supporting customers by resolving complaints and responding to queries related to investment works in a well-coordinated, effective and responsive manner
• Supporting the assets team in the effective delivery of the planned maintenance works and being the main customer point of contact representing Great Places
• Responding to customers through a range of media including phone, text, email, social media and webchat, promoting use of digital communication where possible
• Supporting our customers’ needs and provide advice and guidance about appropriate services and referral routes, signposting to trusted partners agencies and service providers
• To record information and update systems with survey data and ensure that all data is stored in accordance with GDPR
• Attend and contribute to pre-contract and progress meetings

What you’ll need:

• Strong customer focus to ensure high levels of customer satisfaction
• Experience of working in a dynamic customer focussed environment, with a proven ability of delivering a high standard of customer service and a positive attitude towards resolving customer complaints and requirements
• Competent using Office 365 (compiling letters / reports / small spreadsheets)
• Excellent communication skills (written, verbal and at all levels)
• Knowledge of social housing
• Attention to detail
• Good written and verbal communication
• Experience and understanding of safeguarding
• Great Places Housing Group is committed to safeguarding and promoting the welfare of children, young people and adults and expects all our colleagues to share this commitment; this role is subject to a basic DBS check

What we need from you:

• Good communication skills
• Ability to complete tasks in an accurate and timely manner when working under pressure
• Effective liaison with contractors / other stakeholders to give information/find information/resolve problems
• Organisation and good time management skills
• Able to deliver a high standard of customer service
• An understanding of the issues faced by people and families out of work or on low incomes
• Flexible approach and a can do attitude
• Proactive in identifying issues before they reach a complaint stage
• Full driving license and use of a vehicle
• Commitment to work in partnership with others for the benefit of Great Places.
• Ability to work flexibly and when needed outside normal working hours to ensure service continuity.
• A passion for customer service
• You will be required to attend a number of face to face training sessions as well as virtual sessions and e-learning this part of your role is vital and of equal importance as the day to day aspects

What we give you in return for your hard work and commitment

• Pension |DC Scheme (up to 10% contribution from both colleague and Great Places)
• WPA |Healthcare auto enrolled at no contribution level with £1250 of savings available- option to increase & add on family members
• The Market Place |High street, restaurant & supermarket discounts, gym memberships, cycle to work, smart tech loans and much more
• Annual Leave |Start at 26 days annual leave, increasing up to 30 days within 5 years+ Bank Holidays
• Savings Club | You can put aside money each month for 11 months to help you save for that special something (pays out in Novembers salary)
• Reward & Recognition | You Count Rewards are individual reward’s for going ‘above & beyond’ | Compliance based training bonuses paid annually
• Help with transport | We offer season ticket loans, an affordable way to purchase season tickets for public transport at discounted rates

At Great Places we believe the wellbeing of our colleagues is vital to enable them to deliver to great services, all your benefits can be used inside and outside of work

Great Places Housing Group is committed to safeguarding and promoting the welfare of children, young people and adults and expects all our colleagues to share this commitment. All successful applicant(s) will be subject to a basic criminal records background check. Further detail on our commitment to safeguarding children/young people & vulnerable adults can be found in the Great Places Housing Group Safeguarding Policy & Recruitment Policy on our website.

Please note we are looking to hold interviews on the 2nd & 3rd of April.

REF-212 497