Customer Liaison Officer

Equans UK & Ireland; Lincoln; On-site; GBP 26,000 - 34,000; Full time

Benefits offered by this job

24 days annual leave (+ public hols)

Life Cover 1.5x salary

Employee discount schemes

Gym membership discounts

Cycle to work scheme

Holiday purchase scheme

2 CSR days per year

Learning opportunities & training

Employee referral rewards

Employee networks

24/7 Employee Assistance Program

Job summary

Equans UK & Ireland is seeking a Customer Liaison Officer to join the team in Lincolnshire on a permanent basis. You will provide consultation and support to residents before, during and after works, ensuring high levels of customer satisfaction while managing the resident journey.

This role requires building relationships with residents, clients, subcontractors and local stakeholders, organising consultation events and inductions, and coordinating access arrangements to enable works on homes.

Qualifications

• Previous experience within a customer service based role.
• Previous resident liaison experience within the construction / social housing sector.
• Basic understanding of construction and social housing.
• Familiarisation of GDPR regulations.
• Computer literate in MS office.

Responsibilities

• Provide consultation and support to residents prior to, during and after works to their homes, ensuring high levels of customer satisfaction.
• Manage the customer/resident journey whilst following the client and company engagement procedures.
• Develop effective working relationships with residents, clients, subcontractors, site-based personnel, local stakeholders, the local community and the Customer Care Department.
• Carry out choice events, consultation events and individual consultation with residents regarding future work.
• Carry out individual resident inductions to include - introduction to Equans, the CLO/RLO process, scope of works, property and personal belongings condition surveys inclusive of photographs for evidence.
• Complete resident profiling and work with the site management team to implement effective working practices and discuss with the Client’s customer care team where appropriate.
• Agree access arrangements with the resident and book appointments to enable the work to their home.
• Organise and provide support needs: packing boxes, dust sheets, storage and other facilities as required and agreed.

Skills

Customer service

Resident liaison

Construction knowledge

GDPR

MS Office

Tools

MS Office

Job description

Equans is looking for a Customer Liaison Officer to join our team in Lincolnshire on a permanent basis.

On offer is a competitive salary, company vehicle and benefits package.

What will you deliver?

• To provide consultation and support to residents prior to, during and after works to their homes, ensuring high levels of customer satisfaction
• Managing the customer/resident journey whilst following the client and company engagement procedures
• To develop effective working relationships with residents, clients, subcontractors, site-based personnel, local stakeholders, the local community and the Customer Care Department
• Carry out choice events, consultation events and individual consultation with residents regarding future work.
• Carry out individual resident inductions to include - introduction to Equans, the CLO/RLO process, scope of works, property and personal belongings condition surveys inclusive of photographs for evidence
• Complete resident profiling and work with the site management team to implement effective working practices and discuss with the Client’s customer care team where appropriate
• Agree access arrangements with the resident and book appointments to enable the work to their home
• Organise and provide support needs: packing boxes, dust sheets, storage and other facilities as required and agreed.

What can we offer you?

• 24 days annual leave (+ public holidays)
• Life Cover equivalent to 1.5 times annual salary
• Employee discount shopping schemes on major brands and retailers
• Gym membership discounts
• Cycle to work scheme
• Holiday purchase scheme
• 2 corporate social responsibility days per year
• Broad range of learning opportunities, such as professional qualifications, collective/individual training, and personalized support programmes
• Attractive Employee Referral Rewards Scheme
• Access to our growing employee networks including WiE (Women in Equans), RISE (BAME), LGBTQI+, Working Parents, YPN (Young Persons Network) and our Disability Network
• 24/7 Employee Assistance Program and access to mental wellbeing app

Who are we looking for?

• Previous experience within a customer service based role
• Previous resident liaison experience within the construction / social housing sector
• Basic understanding of construction and social housing
• Familiarisation of GDPR regulations
• Computer literate in MS office

Who are we?

Equans is a world leader in energy services with nearly 100,000 employees working in more than 50 countries, with an annual turnover of over 17 billion euros.

In the UK & Ireland, Equans is a provider of technical, FM, regeneration and energy services – with specialist capabilities in smart buildings, green mobility, district & embedded energy and decentralised renewables.

Equans’ 13,500 UK & Ireland employees combine these activities to help businesses, public sector organisations and government to embrace the energy transition towards net zero, and also the digital & industrial transitions that are redesigning the way we move, work and live.

Equans is a Bouygues group company.

At Equans we’re committed to delivering a culture where everyone’s voice is heard and supported. We know the value a diverse workforce creates, delivering better results for our people, customers, and stakeholders. Diversity and inclusion is at the core of what we do, should you join Equans you’ll find a welcoming and open workplace where you’re supported and encouraged to be your true self at work. You’ll also have access to our growing employee networks including WiE (Women in Equans), RISE (BAME), LGBTQI+, Working Parents, YPN (Young Professionals Network) and our Disability Network.

For this role, you must have evidence of the right to work in the UK. Unfortunately, we are not able to offer a re-location package with this job role. Certain roles may require applicants to undergo a Disclosure check, as noted in the role requirements.