Customer Liaison Officer

Fortem; Birmingham; Hybrid; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Profit bonus

Motor allowance

Car lease option

Annual leave 34 days

Sick pay

Maternity leave 26 weeks

Paternity leave 8 weeks

Gym discounts

Referral bonus (£3k)

Job summary

Fortem is seeking an experienced Customer Liaison Officer for a permanent onsite role in the South Birmingham area. You will lead resident engagement and act as the main contact for residents, coordinating access and ensuring smooth delivery of capital works and retrofit projects.

The role requires strong communication, empathy, and the ability to handle sensitive situations. Driving licence and proficiency in MS Office are essential, with a benefits package including salary, bonus potential,

Qualifications

• Previous experience of working in a similar role.
• Ability to deal with sensitive situations.
• Resilience and strong negotiation skills.
• Proficiency in Microsoft Office.
• Full Driving Licence.

Responsibilities

• Lead 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.

Skills

Experience in similar role

Negotiation skills

Empathy and communication

Tools

Microsoft Office

Full Driving Licence

Job description

Due to our continued success here at Fortem, we are excited to announce an opportunity for an experienced Customer Liaison Officer to become a pivotal part of our Birmingham operations. This is a permanent role with travel across south Birmingham. The core working hours are Monday to Friday 8am - 4:30pm.

The Project

Fortem are partnering with Birmingham City Council delivering Capital Works and Retrofit social housing refurbishment contracts.

Essential and Desirable Criteria

Customer Liaison Officer duties and responsibilities include:

• Lead 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.

This is an onsite role 5 days week in and around South Birmingham; Billesley and Selly Oak area's.

Personal Qualities

The Customer Liaison Officer will meet the following criteria:

Essential criteria:

• Previous experience of working in a similar role
• Ability to deal with sensitive situations
• Resilience and strong negotiation skills
• Proficiency in Microsoft Office
• Full Driving Licence

Desirable criteria:

• Experience of working within the Social Housing sector
• Previous experience of CLO/TLO experience is desirable (not essential).

Additional Information

Customer Liaison Officer benefits:

• Competitive salary based on experience with profit related bonus
• Motor Expenditure Allowance (£4,000)
• Option to opt into Salary sacrifice car lease
• 25 days annual leave + bank holidays + your birthday off (34 days total)
• Sick pay
• 26 weeks full pay maternity leave
• Annual pay reviews
• 8 weeks full pay paternity leave
• Discounted gym memberships at national and local gyms
• Up to £3,000 colleague referral fee
• Vast directory of training on bespoke in-house Learning Management System
• Private healthcare and dental care
• Cycle to work scheme
• Retail and mobile phone provider discounts

About Us

Fortem are Social Housing property experts. It is our sole focus, and the only sector we have worked in since inception in 2002. We successfully deliver works across three workstreams – Repairs & Maintenance, Capital Works and Retrofit. Our mission is to raise the bar in Social Housing and help our clients provide safe, warm and decent homes for people to live in - because Every Home Matters. We are a Willmott Dixon Group Company. As such, we benefit from the credibility and recognition associated with a large and long-established brand – whilst as a standalone business within the Group, we maintain the flexibility to adapt our services to meet the unique challenges of the social housing marketplace. Our success is due to our people. They are passionate, committed and care about what we deliver for our clients and partners and residents. We take pride in developing our employees and supporting them to achieve their potential. For us, a sustainable future is about ensuring we continue to develop our people for our future needs and recruiting the right talent. Our culture, built around Courage, Care and Respect, ensures that we always deliver not only the job done but, most importantly, the job done in the right way. We are Investors in People - Gold, we believe in equality, diversity and respect for all and encourage applications from all sectors of the community.