Customer Liaison Officer

Sanctuary Group; Devon and Torbay; Hybrid; GBP 32,000 - 34,000; Full time

Job summary

A leading housing provider is looking for a Customer Liaison Officer in Devon and Torbay. The role involves face-to-face interactions with customers, managing enquiries, and providing updates on site while requiring regular travel across the South West region. The ideal candidate will have strong customer service skills, problem-solving abilities, and experience in a similar role. The position offers competitive compensation of £32,244 - £33,941 per year, with a supportive and inclusive work culture.

Benefits

25 days annual leave

Pension scheme with employer contributions

Life Assurance

Counseling services

Cycle to Work scheme

Employee well-being support

Qualifications

• Extensive experience dealing with customers face-to-face and traveling as required.
• Ability to handle disappointed customers.
• Demonstrated experience within a similar role is essential.

Responsibilities

• Act as the main point of contact for customers.
• Handle day-to-day enquiries and provide updates on site.
• Make visits to customers and manage expectations.

Skills

Customer service experience

Problem-solving skills

Analytical skills

Communication skills

Flexibility and prioritization

Proficient in Microsoft Word and Excel

Job description

Sanctuary is one of the UK’s leading providers of housing, care and community services. With around 13,000 employees, we maintain a culture where diversity is valued and talent is nurtured and rewarded.

Homeworking with frequent travel across the South West region

£32,244 - £33,941 per year

35 hours per week – Monday to Friday, 9:00am – 17:00pm

Temporary position for up to 2 years

Role

We have an exciting opportunity for a Customer Liaison Officer to join our Customer Care team (Development). You will work within a team of 15 spread across the country and collaborate with Development Managers and Project Managers across the different building sites to ensure up‑to‑date information is provided to customers and external stakeholders.

The team is responsible for managing defects under the Defects Liability Period for 2 years from when a new home is handed over, assisting with customer complaints and face‑to‑face visits across a large geographical area in the Southwest. The team also supports fire remediation and regeneration work under the development directorate.

Responsibilities

• Act as the main point of contact for customers and external stakeholders.
• Handle day‑to‑day enquiries and provide customers with daily updates on site.
• Make day‑to‑day visits, phone calls and appointments to visit customers.
• Take ownership and manage customer expectations.
• Maintain daily liaison with builders and the Construction team to provide updates on scope of works and progress.
• Ensure Housing SAP interactions are up to date when speaking with customers.
• Take appropriate action for unresolved customer issues and liaise with the Customer Care and Development team.

Skills and Experiences

• Extensive experience dealing with customers face‑to‑face and traveling as required.
• Excellent problem‑solving and analytical skills.
• Ability to handle disappointed customers.
• Demonstrated experience within a similar role is essential.
• Excellent communication and flexible interpersonal skills with the ability to prioritise and plan workload in a professional manner.
• Proficient in Microsoft Word and Excel (or similar).
• Travel is a requirement; a full valid driving licence is essential.

Why work for us?

We provide homes and care for more than 250,000 people in England and Scotland. Our customers are at the heart of all we do. With around 14,000 colleagues, we foster a diverse and inclusive culture and nurture and reward talent.

As part of our commitment to making Sanctuary a great place to work, we offer an attractive employment package that recognises your contribution, supports your physical, mental and financial health and gives you the flexibility to tailor your benefits:

• 25 days annual leave (rising to a maximum of 30 days) plus public holidays (pro rata).
• A pension scheme with matching employer contributions.
• Life Assurance.
• Employee Advice Service including counselling.
• Cycle to Work scheme.
• Voluntary health plans.
• Wellbeing support and tools.
• Employee platform to access your reward and wellbeing package online, find exclusive discounts, wellbeing resources and recognition tools.
• Employee Networks focused on inclusion with invaluable support to colleagues.
• Role salary is £31,503 with an additional policy allowance that rises to £33,161 after 12 months.

We encourage applications from all backgrounds

Inclusion is one of our core values. Our goal is to be a diverse, inclusive organisation where our people thrive and meet our customers’ needs with fairness and empathy. We welcome applications from people from diverse backgrounds and will make adjustments throughout your application process in line with our Disability Confident employer status.

Building Equality and Diversity

Sanctuary Group encourages and welcomes applications from people from diverse backgrounds to support our commitment to an inclusive environment for our employees and customers. We work closely with the Home Office to prevent unlawful working. Sanctuary Group is a trading name of Sanctuary Housing Association, an exempt charity.

For enquiries or adjustments, please email [e-mail]. We reserve the right, depending on application numbers, to close or extend the closing dates for positions; we recommend an early application.