Contract Liaison Officer

Novus Property Solutions Limited; Highgate; On-site; GBP 80,000 - 100,000; Full time

Job summary

A property services company is seeking a Contract Liaison Officer to manage customer relations and ensure service excellence. This role involves leading community initiatives, addressing inquiries, and maintaining effective communication between site teams and clients. The ideal candidate will have strong customer service skills, IT proficiency, and a valid UK Driving Licence. Benefits include an attractive salary, holiday options, and a company pension scheme.

Benefits

Attractive salary & benefits

27 days holidays & BH

Company pension scheme

Car allowance or fleet van

Discounted healthcare scheme

Qualifications

• Experience in a customer-facing environment.
• Preferred experience as a Contract/Resident/Tenant Liaison Officer.
• Proficiency in IT is essential.
• Full UK Driving Licence.

Responsibilities

• Lead on delivering added value contractual commitments.
• Deal with enquiries and issues relating to works.
• Establish an effective communications system.
• Promote good news stories with Marketing.
• Carry out face-to-face site visits with clients.

Skills

Customer service skills

Communication skills

Relationship-building skills

IT proficiency

Presentation skills

Job description

Contract Liaison Officer

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. Delivering and managing Social Value and an excellent customer service are key parts of the overall service Novus provides 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.
• Deal with enquiries and issues relating to varying works delivered by our site teams and sub‑contractors. Act as the voice and face at a contract and site level, demonstrating experience of delivering social value and a customer‑focused service in 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 the Novus team.
• Coordinate the distribution and maintain information regarding upcoming and current works and contractual commitments, along with any relevant reporting required.
• Carry out face‑to‑face site visits with clients and customers.
• Deal with complaints and resolve concerns in a positive manner.
• Initiate and 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 for use in tendering new contracts.
• Promote all good news stories and initiatives with Marketing, ensuring we capture the good work we do.

Qualifications and experience:

• Experience in a customer‑facing environment, with ongoing training and development.
• Previous working experience as a Contract/Resident/Tenant Liaison Office on tenanted internal and external refurbishment works in Social Housing is preferred.
• Working in a face‑to‑face customer service environment – communication is key along with confident presentation skills.
• Proficiency in IT is essential to fulfil and develop the role.
• Flexibility with regards to hours and travel.
• Full UK Driving Licence.
• Disability Confident – a Disability Confident employer will offer interviews to eligible applicants. Applicants with a disability who meet the minimum criteria will be considered.

About Novus Property Solutions

Novus Property Solutions is a dynamic, award‑winning property maintenance, refurbishment, compliance and decarbonisation specialist with more than 700 colleagues in 20 locations across Great Britain. We are a social and environmentally responsible family‑owned business with a 125‑year heritage, delivering bespoke services and solutions to a wide variety of clients.

We value people and are committed to building an inclusive and diverse workplace that enables our people to bring their full selves to work. We understand that many applicants do not meet all the criteria listed in the advert, so we encourage you to apply even if you do not meet every requirement. You may be just who we are looking for.

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 both at work and at home.

What's in it for you?

• Attractive salary & benefits to suit you.
• 27 days holidays & BH – option to buy or sell holidays.
• Company pension scheme – up to 7.5% matched.
• Car allowance or fleet van.
• Discounted healthcare scheme, high street & lifestyle discounts (including Taste Card), a day paid volunteering per year, length of service awards and more.