Contract Liaison Officer

Novus Property Solutions; Hempstalls; Hybrid; GBP 26,000 - 36,000; Full time

Benefits offered by this job

Pension scheme

Car allowance or fleet van

Discounted healthcare

Tastecard & discounts

Volunteer day

Length of service awards

Job summary

Novus Property Solutions is seeking a Contract Liaison Officer to support social housing refurbishment projects. You will act as the main liaison between customers, clients, and communities, delivering social value and exceptional service across Stoke-on-Trent and surrounding areas.

The role is hybrid, offering a mix of remote and on-site work, with potential travel and a DBS check on hire. You’ll coordinate community initiatives, manage contractor communications, and help maintain high

Qualifications

• Previous work experience as a Contract/Resident/Tenant Liaison officer is desirable.
• Experience in social housing environments preferred.
• Excellent communication and IT proficiency are essential.
• Flexible hours and travel required; must hold a Full UK Driving Licence; DBS check will be completed.

Responsibilities

• Support site or contract with liaison between customers, clients and the wider community.
• Deliver and manage Social Value and excellent customer service.
• Lead on added-value contractual commitments including planning and diarising community, skills and employment initiatives in line with the Social Value Act.
• Handle enquiries and issues relating to works with site teams and sub-contractors; act as the voice at contract/site level.
• Maintain effective communications to keep the site team informed and maintain good relationships with customers and Novus.
• Coordinate distribution and information regarding upcoming/current works and contractual commitments.
• Carry out face-to-face site visits with clients and customers.
• Deal with complaints positively and resolve concerns.
• Create technical instructions, site notes and other notes through good administration skills and MS Office use.
• Identify case studies showing strong Customer Service and Social Value impact for clients.
• Promote good-news stories and initiatives with Marketing.

Job description

Based: Burton office, role working on Site - Either Part time 30 hours per week or Full time, as below

Part time - 4 days Stoke on Trent and surrounding area

Full time - 4 days Stoke on Trent/1 day Burton office

Our Contract Liaison Officers sit at the core and heart of everything we do. Ensuring that our teams are working effectively and because of your great communication and relationship building skills our customers are happy.

Your experience in a customer-facing environment, along with ongoing training and development, will give you the ability to solve problems and meet deadlines along with the knowledge that what you are doing matters and positively impacts your customers and communities. Working in Social Housing Tenanted properties on external planned refurbishment works mainly re roofing including flat to pitched roofs in single dwellings or multi occupancy buildings

Fast paced and progressive, our people take responsibility and thrive in an environment where they are trusted; with a work/life balance that gives them the opportunity to feel motivated and satisfied at work and at home.

What's in it for you?

Attractive salary & benefits to suit you

27 Days Hols & BH - option to buy or sell holidays

Company pension scheme - up to 7.5%

Car Allowance or Fleet Van

We also offer a; Discounted Healthcare Scheme, High street & lifestyle discounts including Taste card, a day paid volunteering per year, length of service awards, and more...

An outline of your responsibility - Contract Liaison Officers

Responsible for supporting site or contract with liaison between customers, clients and wider community

Delivering and managing Social Value and an excellent Customers Service are key parts of the overall service Novus provide to our clients, with a passion to go the 'extra mile'.

Lead on delivering all added value contractual commitments including planning and diarising community, skills and employment initiatives, keeping these in line with the Social Value Act

Dealing with enquiries/issues relating to varying 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

Establish an effective communications system to keep all the site team informed whilst maintaining good relationships with the customers and Novus team

Coordinate the distribution and maintain information regarding upcoming and current works and contractual commitment along with any relevant reporting required.

Carry out face to face site visits with client and customers

Dealing with complaints and resolving concerns in a positive manner

Initiate/generate technical instructions, site notes and other site observations through excellent administration skills and good knowledge of MS Office/internal systems

Identify possible case studies showing excellent Customer Service and Social Value impact to clients and for use in tendering new contracts

Promote all good news stories and all initiatives with Marketing, ensuring we capture the good work we do

About you

Previous work experience as a Contract/Resident/Tenant Liaison officer working on Tenanted internal refurbishment works in the main, Social Housing background preferred. Working in a face to face customer service environment is essential as communication is key along with confident presentation skills. Your ability to be proficient in IT is also essential to fulfil and develop the role. Flexibility is essential with regards to hours and travel. The role requires you to hold a Full UK Driving Licence check will be completed along with a DBS check.

A little bit about us

Novus Property Solutions is a dynamic, award-winning property maintenance, refurbishment, compliance, and decarbonisation specialist with more than 700 colleagues in 19 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 129-years heritage, delivering a range of bespoke services and solutions to a wide variety of clients.

At Novus Property Solutions we value people, and we are committed to building an inclusive and diverse workplace that enables our people to bring their full selves to work. We understand for many reasons, that people very rarely meet all the criteria laid out in the job advert, so, we encourage you to apply to the role even if you do not meet all the criteria or hold all the qualifications. You may be just who we are looking for to join our award-winning Property Maintenance company in this, or another role.

Proud member of the Disability Confident employer scheme

About Disability Confident Disability Confident is a government scheme. It encourages employers to recruit and retain disabled people and those with long term health conditions.

Contract Liaison Officer

Company: Novus Property Solutions

Hours: Full-time

Location: Stoke on Trent, ST1 5SH

Working pattern: Hybrid - 3 days remote

Job type: Permanent

Posting date: 20 Oct 2026

Closing date: 19 Nov 2026