Customer Liaison Officer

Fortem; Grimsby; Hybrid; GBP 21,000 - 32,000; Full time

Benefits offered by this job

Competitive salary with discretionary,

Motor Expenditure Allowance (£4,000)

Company car option

25 days annual leave + bank holidays +

Sick pay

Maternity/Paternity leave

Private healthcare and dental care

Cycle to work scheme

Training and Learning Management

Retail and mobile discounts

Job summary

Fortem is hiring a Customer Liaison Officer to serve as the crucial link between residents, site teams and client partners in Grimsby. The role focuses on informing residents, addressing concerns and delivering a positive customer experience throughout capital improvement works.

The successful candidate will coordinate access, visit homes, and support handovers, with travel to Boston on occasion. Core hours are 8am–4:30pm, Monday to Friday, salary and benefits reflect the social housing sector.

Qualifications

• Experience in a customer-facing role.
• Excellent communication and interpersonal skills.
• Ability to manage sensitive or challenging situations.
• Resilience, good judgement, negotiation and problem-solving.
• Strong organisation and attention to detail.
• Proficiency in Microsoft Office.
• Valid UK driving licence.

Responsibilities

• Be the key link between residents, site teams and client partners to ensure residents are informed and supported throughout improvements to their homes.
• Coordinate access arrangements and communicate clearly before, during and after works.
• Build positive relationships with residents and understand individual needs to deliver a positive customer experience.
• Work with site teams to minimise disruption and support vulnerable customers.
• Assist with handovers at completion and help resolve concerns to ensure a smooth journey for residents.
• Travel to worksites (Grimsby, with occasional travel to Boston) as part of duties.

Skills

Customer-facing experience

Excellent communication

Interpersonal skills

Empathy and sensitivity

Negotiation and problem-solving

Resilience and judgement

Organisation and attention to detail

Microsoft Office

UK driving licence

Tools

Microsoft Office

Job description

At Fortem, we are always on the lookout for passionate, customer-focused people who want to make a real difference. Our Customer Liaison Officers help us deliver an excellent customer experience while we improve people's homes through capital improvement and retrofit projects. You will be the key link between residents, site teams and our client partners. You will keep people informed, listen to their needs, help resolve concerns and make sure customers feel valued, respected and supported throughout the works. If you are a confident communicator who enjoys building relationships, solving problems and making a positive impact, we would love to hear from you.

The Opportunity

We are in Partnership with Lincolnshire Housing Partnership (LHP) supporting the delivery of capital investment works and ensuring residents remain fully informed and supported throughout improvements to their homes. You will help customers understand the works, coordinate access arrangements and work with site teams to resolve concerns and deliver a positive experience from start to finish. This is a permanent Customer Liaison Officer role with travel based in Grimsby with occasional travel to Boston. The core working hours are Monday to Friday 8am-4:30pm.

What You Will Be Doing

As a Customer Liaison Officer, you will be the key link between residents, site teams and client partners, helping to ensure customers feel informed, supported and valued throughout improvements to their homes. You will build positive relationships with residents, understand individual needs and provide clear communication before, during and after works take place. From preparing customers for upcoming works and arranging access, to carrying out home visits, resolving concerns and supporting handovers at completion, you will play a vital role in delivering a positive customer experience. Working closely with site teams, you will help minimise disruption, support vulnerable customers and ensure every resident feels listened to and cared for throughout their journey.

What We Are Looking For

Essential

• Previous experience in a customer-facing role.
• Excellent communication and interpersonal skills, with the ability to build trust and rapport.
• The confidence and empathy to manage sensitive or challenging situations.
• Resilience, sound judgement and strong negotiation and problem-solving skills.
• Good organisation and attention to detail.
• Proficiency in Microsoft Office.
• A full UK driving licence.

Desirable

• Experience within social housing, construction, planned maintenance or retrofit.
• Previous experience as a Customer Liaison Officer or Tenant Liaison Officer. This is desirable, but not essential.
• Experience of resident engagement, community liaison or supporting customers who may need additional help.

READY TO MAKE A DIFFERENCE? Every home matters, and so does every customer. We're looking for people who share our commitment to treating residents with care, respect and understanding. If you're passionate about delivering excellent customer experiences and making a genuine difference to people's lives, we'd love to hear from you. We would love to hear from you.

Customer Liaison Officer benefits:

• Competitive salary with discretionary profit related bonus
• Motor Expenditure Allowance (£4,000) or company car
• Option to opt into the salary sacrifice car lease
• 25 days annual leave + bank holidays + your birthday off (34 days total)
• Sick pay
• 26 weeks full pay maternity leave
• Annual pay reviews
• 8 weeks full pay paternity leave
• Discounted gym memberships at national and local gyms
• Up to £3,000 colleague referral fee
• Vast directory of training on bespoke in-house Learning Management System
• Private healthcare and dental care
• Cycle to work scheme
• Retail and mobile phone provider discounts

About Us

Fortem are Social Housing property experts. It is our sole focus, and the only sector we have worked in since inception in 2002. We successfully deliver works across three workstreams – Capital Works, Retrofit plus Repairs & Maintenance. Our mission is to raise the bar in Social Housing and help our clients provide safe, warm and decent homes for people to live in - because Every Home Matters. We are a Willmott Dixon Group Company. As such, we benefit from the credibility and recognition associated with a large and long-established brand – whilst as a standalone business within the Group, we maintain the flexibility to adapt our services to meet the unique challenges of the social housing marketplace. Our success is due to our people. They are passionate, committed and care about what we deliver for our clients and partners and residents. We take pride in developing our employees and supporting them to achieve their potential. For us, a sustainable future is about ensuring we continue to develop our people for our future needs and recruiting the right talent. Our culture, built around Courage, Care and Respect, ensures that we always deliver not only the job done but, most importantly, the job done in the right way.

We are Investors in People - Gold, we believe in equality, diversity and respect for all and encourage applications from all sectors of the community.