Customer Liaison Officer

EQUANS; Coleshill CP; On-site; GBP 36,000 - 48,000; Full time

Benefits offered by this job

24 days annual leave

Life Insurance

Employee discounts

Gym membership discount

Cycle to work scheme

Holiday purchase scheme

CSR days

Learning opportunities

Employee referral rewards

Employee networks

Employee assistance program

Job summary

Equans is seeking a Customer Liaison Officer to join our Birmingham team on a permanent, full-time basis. The role focuses on consulting residents before, during and after works, managing the resident journey and building strong working relationships with residents, clients, subcontractors and site staff.

You will conduct consultation events and inductions, coordinate access, and arrange support as required.

Qualifications

• Experience in a customer service role.
• Resident liaison experience within construction/social housing.
• Basic understanding of construction and social housing.
• Familiarisation with GDPR regulations.
• Computer literacy including MS Office.

Responsibilities

• Provide consultation and support to residents before, during and after works to ensure high levels of customer satisfaction.
• Manage the customer journey following client and company engagement procedures.
• Develop effective working relationships with residents, clients, subcontractors, site personnel, local stakeholders and the Customer Care Department.
• Carry out consultation events and inductions for residents regarding future works.
• Agree access arrangements and book appointments to enable work at residents' homes.
• Coordinate resident profiling and liaise with site management and Client’s care team.
• Organise support needs such as packing boxes, dust sheets and storage.

Skills

Customer service experience

Resident liaison experience

Construction basics

GDPR familiarity

MS Office literacy

Tools

MS Office

Job description

Equans is looking for a Customer Liaison Officer to join our team in Birmingham on a permanent basis.

This is a full time role. On offer is a competitive salary, company vehicle and benefits package.

What will you deliver?

• To provide consultation and support to residents prior to, during and after works to their homes, ensuring high levels of customer satisfaction
• Managing the customer/resident journey whilst following the client and company engagement procedures
• To develop effective working relationships with residents, clients, subcontractors, site-based personnel, local stakeholders, the local community and the Customer Care Department
• Carry out choice events, consultation events and individual consultation with residents regarding future work.
• Carry out individual resident inductions to include - introduction to Equans, the CLO/RLO process, scope of works, property and personal belongings condition surveys inclusive of photographs for evidence
• Complete resident profiling and work with the site management team to implement effective working practices and discuss with the Client’s customer care team where appropriate
• Agree access arrangements with the resident and book appointments to enable the work to their home
• Organise and provide support needs: packing boxes, dust sheets, storage and other facilities as required and agreed.

What can we offer you?

On offer is a competitive salary, car and benefits package, which includes;

• 24 days annual leave (+ public holidays)
• Life Cover equivalent to 1.5 times annual salary
• Employee discount shopping schemes on major brands and retailers
• Gym membership discounts
• Cycle to work scheme
• Holiday purchase scheme
• 2 corporate social responsibility days per year
• Broad range of learning opportunities, such as professional qualifications, collective/individual training, and personalized support programmes
• Attractive Employee Referral Rewards Scheme
• Access to our growing employee networks including WiE (Women in Equans), RISE (BAME), LGBTQI+, Working Parents, YPN (Young Persons Network) and our Disability Network
• 24/7 Employee Assistance Program and access to mental wellbeing app

Who are we looking for?

• Previous experience within a customer service based role
• Previous resident liaison experience within the construction / social housing sector
• Basic understanding of construction and social housing
• Familiarisation of GDPR regulations
• Computer literate in MS office

Who are we?

Equans is a world leader in energy services with nearly 100,000 employees working in more than 50 countries, with an annual turnover of over 17 billion euros.

In the UK & Ireland, Equans is a provider of technical, FM, regeneration and energy services – with specialist capabilities in smart buildings, green mobility, district & embedded energy and decentralised renewals.

Equans’ 13,500 UK & Ireland employees combine these activities to help businesses, public sector organisations and government to embrace the energy transition towards net zero, and also the digital & industrial transitions that are redesigning the way we move, work and live.

Equans is a Bouygues group company.

At Equans we’re committed to delivering a culture where everyone’s voice is heard and supported. We know the value a diverse workforce creates, delivering better results for our people, customers, and stakeholders. Diversity and inclusion is at the core of what we do, should you join Equans you’ll find a welcoming and open workplace where you’re supported and encouraged to be your true self at work. You’ll also have access to our growing employee networks including WiE (Women in Equans), RISE (BAME), LGBTQI+, Working Parents, YPN (Young Professionals Network) and our Disability Network.

For this role, you must have evidence of the right to work in the UK. Unfortunately, we are not able to offer a re-location package with this job role. Certain roles may require applicants to undergo a Disclosure check, as noted in the role requirements.