Customer Liaison Officer

Fortem Solutions Limited; Sevenoaks; On-site; GBP 28,000 - 35,000; Full time

Job summary

Fortem Solutions Limited is looking for an experienced Customer Liaison Officer to play a key role in a new Retrofit program. This full-time position, based in Swanley, requires effective communication and strong relationship-building skills with residents and communities. The role offers competitive salary, various benefits, and opportunities for professional growth.

Benefits

25 days annual leave + bank holidays + your birthday off

Annual pay reviews

26 weeks full pay maternity leave

8 weeks full pay paternity leave

Discounted gym memberships

Private healthcare and dental care

Cycle to work scheme

Colleague referral fee up to £3,000

Qualifications

• Experience in Customer Liaison (CLO/TLO).
• Ability to handle sensitive situations.
• Full Driving Licence (6 points max.).

Responsibilities

• Lead resident engagement initiatives and communication.
• Act as main point of contact for residents.
• Coordinate access arrangements for works.

Skills

Communication

Empathy

Problem Solving

Tools

Microsoft Office

Job description

The Role

Here at Fortem Solutions we're recruiting for an experienced Customer Liaison Officer to become a pivotal part of a new Retrofit program based in Swanley. This is a full-time permanent role with occasional travel to our other site in Tunbridge Wells.

The Company

Fortem Solutions are a nationwide business specialising in the Social Housing sector. We provide Repairs & Maintenance, Retrofit, Capital Works and Decarbonisation workstreams within Local Authorities and Housing Associations.

Duties & Responsibilities

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

Essential criteria:

Previous experience of working in a similar Customer Liaison (CLO/TLO) position

Ability to deal with sensitive situations

Proficiency in Microsoft Office

Full Driving Licence (6 points max.)

Desirable criteria:

Experience working within a Retrofit program

Experience working within social housing

Benefits

Competitive salary based on experience with profit related bonus

Motor Expenditure Allowance ( 3,500)

25 days annual leave + bank holidays + your birthday off (34 days total)

Annual pay reviews

26 weeks full pay maternity leave

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

We are part of the Willmott Dixon group, established in 2002 Fortem provides specialist property solutions tailored to keep homes and buildings running smoothly. Our highly trained teams deliver a range of internal and external repairs as well as high quality voids, planned installations and gas services.

Alongside our core functions, we have extensive experience in decarbonisation, specialising in making homes more energy-efficient and helping clients on their journey to become zero carbon.

Our experience, commitment to best practice and exemplary quality, together with a genuine partnered approach, ensures we achieve excellent outcomes for our partners, clients and customers. We have an established track record of improving communities and creating better places for people to work and live.

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