Apprentice Customer Liaison Officer

Fortem; Birmingham; On-site; GBP 12,000 - 18,000; Full time

Benefits offered by this job

£4,000 car allowance

25 days annual leave + bank holidays &

Birthday day off

Bonus scheme eligibility

Job summary

Fortem is offering an Apprenticeship to become a Customer Liaison Officer for the Birmingham Projects contract. The role involves community engagement, clear customer communications, and acting as the main contact for residents, with occasional travel to other sites.

Induction and the apprenticeship college course will follow a structured development plan. The apprenticeship includes on-the-job training with a supportive mentor and an Assessment Centre in January.

Qualifications

• Desirable but not essential: willingness to undertake apprenticeship college course and development.
• All fees and examination costs for the apprenticeship course will be fully covered by Fortem.
• Ability to attend an Assessment Centre in January.
• Induction will start before college course commencement.

Responsibilities

• Support resident and community engagement initiatives, building relationships with local communities.
• Deliver clear communications to customers and residents about works.
• Be the main point of contact for residents, addressing enquiries empathetically.
• Coordinate access arrangements to ensure works are on schedule.
• Resolve access-related issues promptly and escalate when needed.
• Maintain accurate records of communications, access arrangements, and resolutions.

Skills

Communication skills

Ownership of development

IT skills

Organisation

Customer care

Teamwork

Job description

We are delighted to confirm that we are looking for an Apprentice Customer Liaison Officer to join our Birmingham Projects contract, working primarily in and around Birmingham with some travel expected occasionally to other contracts, to start on Feb 1st 2027Joining an established apprenticeship scheme, we will provide a clear plan around your development that will support you to succeed to your full potential.As part of the interview process there will be an Assessment Centre on in early January and you will need to be available on that date in order to be considered.The apprenticeship college course will commence shortly after your induction.

The Company

Our apprenticeship programme offers a fantastic opportunity to gain an industry recognised qualification as well as paid employment so you can earn while you learn. You will attend college on a day or block release basis and put your acquired knowledge and skills into practice on the job whilst working with your mentor. On completion of your apprenticeship, you will be supported to progress into a permanent role within the team to continue your career and development journey. We are looking to recruit driven and committed Apprentices who will be the future of our business for years to come.

Duties & Responsibilities

Customer Liaison Officer duties and responsibilities include:

• Support 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.
• You will be the first port of call for the tenants supporting them through their planned and retrofit refurbishment work
• You will be working within a friendly, established and supportive team

What You Will Need

Desirable but not essential (as we can support you through functional skills as part of your apprenticeship):

• Take ownership for your own development
• Display good communication skills
• Have functional IT skills
• Good organisational skills
• Great customer care approach
• Work independently and as part of a team

• All fees and examination costs associated with your apprenticeship course will be fully covered by Fortem
• £4,000 car allowance
• Eligibility to bonus scheme
• 25 days annual leave + bank holidays & your birthday off
• Pay review every January