Customer Liaison Officer

Eastlight Community Homes; Braintree; On-site; GBP 33,000; Full time

Job summary

A community-based housing provider in Braintree is seeking a Customer Liaison Officer to enhance customer experience during planned works. This full-time role involves liaising with customers and contractors, managing complaints, and maintaining communication standards. Candidates should have experience in customer service, strong communication skills, and the ability to work independently. This position offers a competitive salary and a comprehensive rewards package including 30 days of annual leave and a pension plan.

Benefits

£32,058 per annum

Group stakeholder pension plan

30 days annual leave plus bank holidays

Annual wellbeing grant

Trailblazing family leave

Healthcare cash plan

Life assurance

Formal qualifications and paid professional membership

Qualifications

• Experience working in a customer-facing role.
• Experience dealing with the public and managing difficult situations.
• Proven communication skills and attention to detail.
• Ability to work independently.
• Familiarity with IT tools.

Responsibilities

• Assist in managing and monitoring investment works programmes.
• Serve as the main point of contact for customers.
• Investigate and respond to complaints.
• Maintain high standards of customer care.
• Ensure access to complete work and maintain communication.

Skills

Customer service skills

Communication skills

Attention to detail

IT skills

Ability to work independently

Job description

Eastlight’s current agency PSL is at capacity, so we will not be able to consider candidate applications introduced by agencies outside of our selected suppliers.

Eastlight Community Homes is proud to be the largest community gateway social housing provider in the country. Together with our residents and communities, we create safe, affordable homes and neighbourhoods that people are proud to live in.

Do you enjoy delivering exceptional customer service and supporting a team to success? If this is you, we have an exciting opportunity for a Customer Liaison Officer in our Asset team.

As a Customer Liaison Officer, you will work with our customers and partner contractors to ensure the efficient completion of planned works to deliver an excellent customer experience.

Role overview:

• Assist in the management and monitoring of Eastlight’s investment works programmes.
• Serve as the main point of contact for customers in the delivery of Eastlight’s investment programmes, engaging our customers as ambassadors of the business and ensuring an excellent customer experience.
• Investigate and respond to complaints.
• Maintain communication to the highest possible standards of customer care with residents and partner contractors.
• Provide an effective liaison role to ensure that access is gained to complete the work and that customer communication is maintained throughout the process.
• Serve as a performance champion to improve and learn from feedback from our customers and partners.

Must haves:

• Experience working in a customer facing role.
• Experience of dealing with members of the public and managing difficult situations.
• Ability to work independently.
• IT skills.
• Proven communication skills and attention to detail.

To demonstrate our commitment to you, we have developed a sector leading total rewards package:

• £32,058 per annum
• Permanent Full Time 37 hours per week
• Group stakeholder pension plan (Eastlight will double, up to 5% of the employee’s contribution – Employee 5% + Eastlight 10% = Total 15%)
• 30 days annual leave plus bank holidays
• Annual wellbeing grant of £200 per annum – Subject to eligibility
• Trailblazing family leave (Maternity, Paternity and Adoption – 12 weeks full pay/6 weeks half pay) – Subject to eligibility
• A healthcare cash plan, life assurance
• Formal qualifications and paid professional membership

At Eastlight we support, develop, and invest in our people, together creating a culture where people love to work. There has never been a better time to join us! Click the link below to submit your CV and personal statement.

Eastlight Community Homes is a disability confident leader and equal opportunities employer. We are committed to promoting an inclusive and diverse culture, which is why we encourage applications from everyone. If you require any support with the application process, please contact [e-mail].

Eastlight Community Homes are unable to provide Visa Sponsorship.

Closing Date: 14 December 2025 @ 23:59

Interview Date: Interviews are expected to be held on 18 or 19 December 2025 in person at Braintree Hub/Marks Tey Hub.

We reserve the right to close or withdraw this vacancy earlier than advertised should we receive a sufficient number of applications.