Customer Liaison Officer

Build Recruitment; Crewe; Remote; GBP 51,000 - 52,000; Full time

Job summary

Build Recruitment is seeking a Customer Liaison Officer to deliver a proactive, face-to-face service to tenants, homeowners and shared owners across a designated region. This role is 100% mobile with a 6-month contract and 35 hours per week.

You will be the visible community presence, resolving issues, coordinating with Estate Services, Asset Services, and specialist teams to uphold safety and service standards.

Qualifications

• Proven experience in a mobile, customer-facing liaison role.
• Ability to address sensitive issues such as anti-social behaviour, debt management, and safeguarding.
• Excellent organisational skills to manage a mobile workload and visits.
• Confident communication with external stakeholders like authorities and police.
• Ability to work independently in a fully mobile capacity with accurate digital records.

Responsibilities

• Provide a visible, face-to-face service to residents as main point of contact.
• Set, track and complete actions with Estate and Asset Services and teams.
• Maximise income and reduce outstanding debt within your area.
• Deliver lettings service and welcome new customers.
• Address anti-social behaviour, fly-tipping, graffiti; ensure safety compliance.
• Conduct estate inspections and take necessary actions.
• Liaise with Local Authorities, residents' associations, police; attend court if required.
• Maintain accurate customer records and manage budget, workload and appointments.

Skills

Mobile liaison experience

Customer-facing

Issue resolution

Communication skills

Independent work

Job description

Job Title: Customer Liaison Officer

Location: 100% Mobile (Within designated Customer Area/Region)

Hourly Rate: £27.81 per hour (PAYE Umbrella)

Contract Length: 6-month contract (Minimum, with potential to extend)

Hours: 35 hours per week, Monday to Friday (9am 5pm with flexibility on start/finish times when required)

Are you a proactive, customer-focused professional who thrives in a mobile, community-facing role? We are seeking a dedicated Customer Liaison Officer to deliver an exceptional, face-to-face service to tenants, homeowners, and shared owners across a designated region.

In this role, you will be the primary visible presence in the community, resolving issues, managing local estates, and coordinating with specialist teams to ensure high standards of safety and service.

Key Responsibilities

• Customer Engagement: Provide a visible, accessible face-to-face service to all residents, acting as the main point of contact and delivering service with a professional, customer-first approach.
• Issue Resolution: Set, track, and ensure the completion of actions with Estate Services, Asset Services, and specialist teams to resolve customer queries and exceed expectations.
• Income & Debt Management: Work proactively to maximize income and reduce outstanding debt within your defined customer area.
• Lettings & Void Management: Deliver a high-quality lettings service that ensures a seamless and welcoming experience for new customers from day one.
• Community & Safety: Address anti-social behaviour, fly-tipping, graffiti, and safeguarding alerts. Complete health and safety compliance actions, including Fire Risk Assessments (FRAs).
• Estate Inspections: Conduct regular estate inspections and take necessary actions to achieve quality, cleanliness, and safety standards.
• Stakeholder & Legal Liaison: Act as the primary contact for local stakeholders, including residents' associations, Local Authority Services, and the police. Attend and present cases at court and manage evictions when required.
• Administration & Performance: Maintain accurate, detailed customer records on internal systems. Manage your own budget, workload, and appointments while using data to monitor and improve performance.

Skills and Experience Required

• Proven experience in a mobile, customer-facing liaison role (housing association, local authority, or property management experience is highly desirable).
• Strong capability to address sensitive issues such as anti-social behaviour, debt management, and safeguarding.
• Excellent organizational skills to manage a mobile workload, coordinate with multiple internal teams, and plan customer visits efficiently.
• Confident communication skills, with experience liaising with external stakeholders like local authorities and the police.
• Ability to work independently in a fully mobile capacity while maintaining accurate digital records and tracking performance metrics.