Customer Liaison Officer

Fortem; Grimsby; Hybrid; GBP 25,000 - 34,000; Full time

Benefits offered by this job

Motor expenditure allowance

Company car

Salary sacrifice car lease

Private healthcare

Dental care

Cycle to work

Gym discounts

Referral bonus

Training program

Birthday leave

Sick pay

Paternity/maternity leave

Annual pay reviews

Retail/mobile discounts

Job summary

Fortem is seeking an experienced Customer Liaison Officer to support Capital Works and Retrofit programmes across Grimsby and Boston. The role is permanent with travel across sites and standard hours Monday to Friday 8am-4:30pm.

You will lead resident engagement, provide clear updates on works, and serve as the main contact for residents, ensuring smooth access arrangements and timely issue resolution. Fortem offers a supportive team and a strong benefits package.

Qualifications

• Experience in customer-facing roles is essential.
• Ability to handle sensitive situations with tact and discretion.
• Strong negotiation and relationship-building skills.
• Proficiency in Microsoft Office suite (Word, Excel, Outlook).
• Valid full driving licence required.
• Experience in the social housing sector is advantageous.
• Previous CLO/TLO experience is not essential but beneficial.

Responsibilities

• Lead resident and community engagement initiatives and build relationships with local communities.
• Deliver clear communications to customers about the works scope.
• Act as main point of contact for residents and address enquiries empathetically.
• Coordinate access arrangements to ensure on-schedule delivery of works.
• Resolve access-related issues promptly and escalate when needed.
• Maintain accurate records of communications and issue resolutions for project documentation.

Skills

Customer-facing experience

Sensitive situations handling

Negotiation skills

Microsoft Office

Full driving licence

Social Housing experience

CLO/TLO experience

Tools

Microsoft Office

Job description

Due to our continued success here at Fortem, we are excited to announce an opportunity for an experienced Customer Liaison Officer to become a pivotal part of our Capital Works and Retrofit work streams.

This is a permanent role with travel across Grimsby and Boston. The core working hours are Monday to Friday 8am-4:30pm.

The Customer

We are in Partnership with Lincolnshire Housing Partnership (LHP) delivering capital elemental replacement and SHF works. The programme is being delivered by a strong team of directly employed project and site management, skilled trades, customer liaison officers, commercial staff and a local supply chain for work packages.

Duties and Responsibilities

Customer Liaison Officer duties and responsibilities include:

• Lead resident and community engagement initiatives, building strong relationships with local communities.
• Deliver clear and effective communications to customers and residents about the nature and scope of works.
• Act as the main point of contact for residents, addressing enquiries and concerns professionally and empathetically.
• Coordinate access arrangements to ensure works are delivered smoothly and on schedule.
• Resolve access-related or resident issues promptly, escalating where necessary to ensure timely solutions.
• Maintain accurate records of communications, access arrangements, and issue resolutions for project documentation.

What You Will Need

The Customer Liaison Officer will meet the following criteria:

• Previous experience of working in a customer facing role
• Ability to deal with sensitive situations
• Resilience and strong negotiation skills
• Proficiency in Microsoft Office
• Full Driving Licence
• Experience of working within the Social Housing sector
• Experience of working as a CLO/TLO previously (not essential).
• 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

Who We Are

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 – Repairs & Maintenance, Capital Works and Retrofit. 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.