Customer Liaison Officer

Metropolitan Thames Valley; Farringdon; Presencial; GBP 38.000 - 40.000; Jornada completa

Descripción de la vacante

Metropolitan Thames Valley is seeking a Customer Liaison Officer in London to join the Building Safety team. You will lead communications with residents during safety surveys, remedial works, and interim measures, acting as the main liaison between residents and internal teams to ensure a high standard of customer care.

You will coordinate access to residents' homes, tailor support to individual needs, and track satisfaction while supporting continuous service improvements across MTVH’s housing

Formación

• Experience delivering exceptional customer service.
• Strong communication and presentation skills.
• Experience managing customer enquiries and complaints.
• Excellent organisational and prioritisation skills.
• Strong attention to detail and administration skills.
• Good understanding of tenancy, leasehold management and the Section 20 consultation process.

Responsabilidades

• Lead communications with residents regarding building safety surveys and remedial works programmes.
• Act as the key point of contact between customers, Customer Services, surveyors and other internal teams.
• Manage customer enquiries, complaints and concerns, ensuring issues are resolved promptly and effectively.
• Produce regular customer communications and site updates.
• Support project teams in securing access to residents' homes to facilitate essential works.
• Build an understanding of residents' individual needs and vulnerabilities to deliver tailored support.
• Coordinate responses to enquiries from MPs and Councillors.
• Track, monitor and report on customer communications and customer satisfaction.
• Support continuous improvement initiatives to enhance the customer experience and service delivery.

Conocimientos

Customer service

Communication

Organisational skills

IT skills (MS Office)

Herramientas

Microsoft Office

Descripción del empleo

• Experience delivering exceptional customer service.

£37732 to £39717 p/a

Temporary - undefined

Closing date - 21 October 2026

The role

Customer Liaison Officer

Location: London (with Travel across MTVH regions as required)

Salary: £37,732 – £39,717 per annum

Reporting to: Customer Liaison Lead

Contract: Full Time

Make a Difference Where It Matters Most

At MTVH, the safety of our customers is our number one priority. We are looking for a passionate and customer-focused Customer Liaison Officer to join our Building Safety team and play a key role in delivering building safety programmes that protect our residents and communities.

This is an exciting opportunity to join a newly established team where you will act as the voice of the customer, ensuring residents are informed, supported and engaged throughout intrusive surveys, interim safety measures and remedial works programmes. You'll help shape how we communicate with customers while delivering an exceptional customer experience.

What You'll Be Doing

• Lead communications with residents regarding building safety surveys and remedial works programmes.
• Act as the key point of contact between customers, Customer Services, surveyors and other internal teams.
• Manage customer enquiries, complaints and concerns, ensuring issues are resolved promptly and effectively.
• Produce regular customer communications and site updates.
• Support project teams in securing access to residents' homes to facilitate essential works.
• Build an understanding of residents' individual needs and vulnerabilities to deliver tailored support.
• Coordinate responses to enquiries from MPs and Councillors.
• Track, monitor and report on customer communications and customer satisfaction.
• Support continuous improvement initiatives to enhance the customer experience and service delivery.

What We're Looking For

We're seeking someone who is passionate about customer service and can build trust and confidence with residents during potentially challenging projects.

You Will Have

• Experience delivering exceptional customer service.
• Strong communication and presentation skills.
• Experience managing customer enquiries and complaints.
• Excellent organisational and prioritisation skills.
• Strong attention to detail and administration skills.
• Good understanding of tenancy, leasehold management and the Section 20 consultation process.
• Confidence working collaboratively with a wide range of stakeholders.
• Strong IT skills, including Microsoft Office applications.
• A proactive approach to problem solving and continuous improvement.

Living Our MTVH Values

At MTVH, Our Values Guide Everything We Do

Care

You put residents first, showing empathy, respect and understanding, particularly when supporting vulnerable customers.

Dare

You are confident making decisions, solving problems and challenging the status quo to improve services and customer outcomes.

Collaborate

You work effectively with colleagues, contractors, surveyors and stakeholders to achieve shared goals and deliver an excellent customer experience.

Own

You take responsibility for your work, follow through on commitments and ensure customer enquiries and complaints are resolved successfully

Download documents

• Customer Liaison Officer.pdf
• Occupational Requirements Customer Liaison Officer.pdf

Department:Property

Last updated:October 7, 2026

Job ref:NTX1233972