Customer Liaison Officer

Mtvh; Greater London; Hybrid; GBP 38,000 - 40,000; Full time

Job summary

MTVH is seeking a Customer Liaison Officer in London to support building safety programmes and act as the voice of residents. You will coordinate communications, handle enquiries and work across the customer services, surveyors and project teams to ensure residents are informed and supported throughout intrusive surveys and remedial works.

The role requires strong customer service, great communication, and the ability to manage multiple stakeholders with organisation and attention to detail.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Customer service

Communication skills

Organisation

IT skills (MS Office)

Tools

Microsoft Office

Job description

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

As a Customer Liaison Officer, you will:

• 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