Customer Liaison Officer

Blue Octopus; Havant; On-site; GBP 24,000 - 26,000; Full time

Job summary

A leading housing provider is seeking a Customer Liaison Officer to enhance customer satisfaction by effectively managing complaints and repair-related queries. The role involves liaising with stakeholders and maintaining accurate case information. Ideal candidates will have strong communication skills and experience in customer service.

Benefits

Pension

Life Assurance

Holidays

Flexible Benefits Package

Volunteering Days

Qualifications

• Experience in a customer service or complaints resolution role.
• Strong verbal and written communication skills.

Responsibilities

• Manage and resolve customer complaints across multiple channels.
• Support residents in diagnosing repair issues.

Skills

Customer Service

Communication

Organizational Skills

Tools

Microsoft Office

CRM Systems

Job description

Customer Liaison Officer

Havant

Up to £26,000

Hyde is looking to recruit a Customer Liaison Officer.

Hyde is one of the UK’s leading and award-winning providers of affordable homes in London, the South-East, and surrounding areas. We provide and manage 50,000 homes to over 100,000 customers. Our ethos is simple: by providing customers with a safe and decent home, it allows them to realize their potential, enjoy their environment, and contribute to their community.

As a Customer Liaison Officer at Hyde, you will be working within the customer support team to deliver excellent front-line service to our residents by resolving complaints and repair-related queries efficiently and professionally.

Responsibilities:

• Receive, manage and resolve customer complaints across multiple channels, including phone, email, and social media.

• Support residents in identifying and diagnosing repair issues, ensuring prompt booking and resolution.

• Liaise with internal and external stakeholders to provide accurate updates and ensure a coordinated service delivery.

• Maintain and update case information in Hyde’s systems, ensuring data integrity and compliance with service standards.

• Build and maintain effective relationships with customers, contractors, and colleagues to continuously improve customer satisfaction.

Skills and Experience:

• Experience in a customer service or complaints resolution role, ideally within a housing or repairs environment.

• Strong verbal and written communication skills with the ability to empathise and de-escalate challenging situations.

• Proficient in using Microsoft Office applications (Excel, Word, PowerPoint) and CRM systems.

• Excellent organisational skills and the ability to manage multiple cases within tight deadlines.

• Understanding of housing repairs processes and experience booking appointments is desirable.

Benefits:

• A fantastic pension

• Life assurance

• Great holidays

• An award-winning flexible benefits package

• Volunteering days

Diversity and inclusion are integral to the Hyde Group. We strive to build and nurture a culture where inclusivity is the norm and not an initiative. Many of the greatest ideas and discoveries come from a diverse mix of minds, backgrounds, and experiences, and we’re committed to cultivating an inclusive workplace that reflects our customer profile, where everyone is proud to be unique.

Hyde is a disability-confident employer, and we are here to support you with any reasonable adjustments you need throughout the recruitment process.

We reserve the right to close this advert as soon as a suitable candidate has been identified.