Customer Liaison Officer

Connexus; Craven Arms; Hybrid; GBP 23,000 - 29,000; Full time

Job summary

Connexus is seeking a Customer Liaison Officer in the Asset Management team, based in Craven Arms with hybrid working to include home and office days. You will act as the main point of contact for customers and assist contractors during refurbishment projects.

You will be self-motivated, advocate for customers, manage visit and complaint targets, and produce clear reports while staying well organised.

Qualifications

• Experience in a customer-focused role.
• Housing-related qualification such as CIOH advantageous but not essential.
• Hybrid working arrangement

Responsibilities

• Advocate for customers and act as liaison to contractors.
• Meet the customer liaison visit number requirements for key contracts.
• Meet complaint response times as detailed in service standards.
• Write reports and letters logically and concisely.
• Maintain good organisational skills.

Skills

Self-motivated

Customer focus

Communication

Education

CIOH (housing qualification)

Job description

We have an amazing opportunity for an individual to join the Asset Management team as a Customer Liaison Officer. Our team is at the heart of our 30-year programme to focus on delivering excellent quality homes. This role will see you as an advocate for our customers & an aid to our contractor during the refurbishment and improvements of properties, where you will act as the main point of contact for all parties.

As Customer Liaison Officer you will:

• Be self-motivated, demonstrating drive enthusiasm and determination
• Provide support and act as an advocate for customers
• Meet the customer liaison visit number requirements, to ensure smooth running of key contracts
• Meet the complaint response times as detailed in the customer service standards
• Be able to write reports and letters logically and concisely
• Have good organisational skills

A housing -related professional qualification such as CIOH would be advantageous but not essential, along with proven experience in a customer focused role.

This role has been identified as suitable for hybrid working which will be a combination of home working and working from site and our offices, with Head office at Craven Arms and travel to other offices as required.

Interview date: 22 September 2026

About Connexus

Connexus is a rural housing association with its heritage in Shropshire and Herefordshire, providing good quality, affordable and safe homes that customers are proud to live in. We create inclusive neighbourhoods, sustainable rural communities, and provide services that support our customers to build a life in their home. The work our teams do is varied, and no two days are the same.

We provide an excellent offer for colleagues which includes flexible working options combined with some fantastic benefits. We’re here to support colleagues at every step of the way with training and development opportunities, helping you make the most of your career. If you want to work with like-minded people and would like to make a difference to the lives of our customers, Connexus could be the right fit for you.

Connexus is committed to equality of opportunity for all employees and is keen to address areas of under representation in its workforce, this is because we really understand the importance of different voices, experiences, perspectives, and backgrounds within our workforce. We strongly encourage applications from members of underrepresented groups.