Customer Liaison Officer

Broadacres Housing Association Ltd; Northallerton; On-site; GBP 28,000 - 34,000; Full time

Benefits offered by this job

33 days holiday

Pension up to 10%

Flexible working

BroadRewards perks

Wellbeing support

Eye care & flu vouchers

Job summary

Broadacres is recruiting a Customer Liaison Officer to support the Mechanical and Electrical team in delivering planned programmes and offering bespoke service to customers in Northallerton.

You will liaise with residents affected by works, manage access for planned works, undertake satisfaction surveys, and be the first point of contact during upgrade projects, ensuring compliance and a high-quality customer experience.

Qualifications

• Experience in a customer advice/administration role.
• Experience working with internal and external teams.
• GCSE or equivalent (Grade C / Level 4 or above).
• Able to organise and prioritise workload to meet targets.
• Managing formal and informal complaints/feedback to resolution per policies.
• Excellent IT skills, in particular Word and Excel.
• Able to work unsupervised and be self-motivated.
• Able to make decisions and think creatively.
• Excellent written and verbal communication skills.
• Knowledge of refurbishment schemes.
• Understanding of diversity and customer participation.
• Commitment to teamwork and driving as required.

Responsibilities

• Liaise with customers affected by changes and offer practical help.
• Conduct satisfaction surveys and suggest improvements.
• Coordinate access for planned works and ensure compliance.
• Act as first contact during upgrade programmes in customers' homes.
• Support electrical/heating team leaders and the Mechanical and Electrical Manager.

Skills

Customer service

Team collaboration

Time management

Decision making

Communication skills

Self-motivation

Creative thinking

Diversity awareness

Driving licence

Education

GCSE or equivalent

Tools

MS Word

MS Excel

Job description

Customer Liaison Officer

Northallerton

£31,238.09 per annum

Full-time 37 hours per week / Permanent

We have a permanent opportunity for a Customer Liaison Officer to support the Mechanical and Electrical team in delivering our programmes of work to Deliver our planned mechanical and electrical programmes, ensuring individual customer needs are identified and a bespoke service is offered to those requiring it.

The Role

At Broadacres we rely on our people to make the biggest impact on our communities. If you enjoy variety and working with customers to ensure they receive a great customer experience, then you're right for us.

You’ll be on hand to liaise with customers affected by any changes, offering practical help to ensure that they can manage with any work completed. With a customer-focused approach, you’ll carry out satisfaction surveys, highlighting any continuous areas of improvement to ensure that we always strive for the best. In this varied role, you’ll obtain access for planned works, inspections and surveys, ensuring good practice is followed and legal compliance is always maintained. You’ll be the first point of contact during improvement programmes, as we work to deliver our upgrade programmes in our customers’ homes and provide valuable support when required to the electrical/ heating team leaders and the Mechanical and Electrical Manager.

You will have:

• Experience in a customer advice/administration role
• Experience working with internal and external teams
• Educated to GCSE or equivalent (Grade C / Level 4 or above
• Able to organise and prioritise workload to meet targets
• Managing formal and informal complaints / feedback to resolution in accordance with policies and procedures
• Excellent IT skills, in particular, Word and Excel
• Able to work unsupervised and be self- motivated.
• Able to make decisions and think creatively.
• Excellent written and verbal communication skills
• Knowledge and understanding of refurbishment schemes
• Able to demonstrate an understanding of and commitment to diversity and customer participation.
• Commitment to working as part of a team to deliver a quality service.
• Full driving license and access to a vehicle

What We Offer

• Generous holiday allowance starting at 33 days and increasing with service with the option to buy additional leave
• Generous pension scheme with employer contributions of up to 10%
• Flexible and supportive working within a collaborative and customer-focused team
• Access to our BroadRewards platform, offering schemes such as Cycle to Work and Smart Tech
• A strong focus on wellbeing, including a 24/7 Employee Assistance Programme, counselling support and occupational health services
• Everyday financial and lifestyle support, including eye care and flu vouchers, savings and low-cost loan options, payroll giving to charities, and access to money advice services

Why Broadacres?

At Broadacres, we champion diversity and are committed to being an equal opportunities and disability confident employer. We welcome applications from all community sectors and encourage individuals underrepresented in our organisation to apply.

Our Organisation

Broadacres is a successful, innovative, not-for-profit housing association based in Northallerton, North Yorkshire. We own and manage more than 6,900 homes across various regions, providing top-tier services aimed at meeting our vision: 'to be the best rural housing association in the country'. We ensure our customers receive first-class service, making them proud to live in a Broadacres home.