Customer Liaison Officer

Metropolitan Thames Valley; Greater London; On-site; GBP 26,000 - 34,000; Full time

Job summary

Metropolitan Thames Valley is seeking a Customer Liaison Officer to support the Building Safety programme, keeping residents informed, supported, and engaged during surveys, interim safety measures and remedial works.

You will be the primary contact for residents, coordinating access to homes, handling enquiries and complaints, and producing regular updates for residents and internal teams. Strong communication, tenancy knowledge, and IT skills are essential.

Qualifications

• Strong communication and presentation skills.
• Excellent customer service experience and ability to handle enquiries and complaints.
• Good understanding of tenancy and leasehold management, including Section 20 awareness.
• Strong IT skills including Word, Excel and customer management systems.

Responsibilities

• Lead communications with residents relating to surveys, interim measures, and remedial works programmes.
• Act as a key contact for customer enquiries, complaints, and service requests, ensuring issues are resolved effectively.
• Produce regular project updates for residents and internal stakeholders.
• Support surveyors and project teams by facilitating access to customers' homes and coordinating communication activities.
• Monitor, track, and maintain accurate records of customer interactions and project communications.

Skills

Communication skills

Presentation skills

Organisational skills

Customer service

Tools

Microsoft Word

Excel

CRM systems

Job description

MTVH are looking for a Customer Liaison Officer to play a key role in supporting our Building Safety programme and ensuring customers remain informed, supported, and engaged throughout the delivery of building safety works. The safety of our customers is our highest priority, and this role is central to maintaining clear and effective communication with residents during surveys, interim safety measures, and remedial works programmes. This is an exciting opportunity to join a growing team and help shape the customer experience within a business-critical area of our organisation. Therefore, as part of the Asset Management - Safer Buildings team, you will act as the primary point of contact for residents, managing enquiries, complaints, and communications throughout projects. You will work closely with surveyors, customer services teams, and other stakeholders to ensure customers receive timely updates and a high-quality service while supporting the successful delivery of building safety works.,

• Lead communications with residents relating to surveys, interim measures, and remedial works programmes.
• Act as a key contact for customer enquiries, complaints, and service requests, ensuring issues are resolved effectively.
• Produce regular project updates for residents and internal stakeholders.
• Support surveyors and project teams by facilitating access to customers' homes and coordinating communication activities.
• Monitor, track, and maintain accurate records of customer interactions and project communications.
  Strong communication and presentation skills with the ability to engage confidently with a wide range of stakeholders.
• Experience delivering excellent customer service and managing customer enquiries and complaints.
• Good understanding of tenancy and leasehold management, including awareness of the Section 20 process.
• Excellent organisational and prioritisation skills, with the ability to manage competing demands in a busy environment.
• Strong IT skills, including experience using Microsoft Word, Excel, and customer management systems.