Customer Liaison Officer

Fortem; Sheffield; Hybrid; GBP 24,000 - 36,000; Full time

Benefits offered by this job

Bonus

Motor allowance

Company car

Salary sacrifice car lease

Annual leave + birthday off

Sick pay

Maternity leave

Annual pay reviews

Paternity leave

Gym discounts

Referral bonus

Training program

Private healthcare

Cycle to work

Provider discounts

Job summary

Fortem in Sheffield is seeking an experienced Customer Liaison Officer to join our Northern operations. You will travel to Doncaster, Leeds, Northumberland, Scarborough, North Yorkshire and Liverpool to coordinate access and support retrofit surveys.

This permanent role runs Monday to Friday 8am–4:30pm. The successful candidate will lead resident engagement, manage enquiries with empathy, document communications, and help keep projects on schedule.

Qualifications

• Previous experience in a similar role within housing or social services.
• Ability to handle sensitive situations with discretion and professionalism.
• Strong resilience and negotiation skills for stakeholder engagement.
• Proficient in Microsoft Office for documentation and reporting.
• Hold a full valid driving licence and willingness to travel as required.
• Experience working in the Social Housing sector is preferred.

Responsibilities

• Proactively follow up on no-access properties to arrange retrofit survey appointments.
• 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.

Skills

Previous experience in similar role

Sensitive situations handling

Resilience

Negotiation skills

Microsoft Office

Full Driving Licence

Social Housing sector 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 Northern operations.Based in Sheffield you will also be travelling to Doncaster, Leeds, Northumberland, Scarbrough, North Yorkshire, LiverpoolThis is a Permanent role and the core working hours are Monday to Friday 8am-4:30pm.

The Customer

Fortem are working in Partnership with Sanctuary Yorkshire Housing delivering social housing refurbishment programmes.

Duties ans Resposibilities

• Proactively follow up on no-access properties to arrange retrofit survey appointments.
• 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

• Previous experience of working in a similar 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

• Competitive salary based on experience with profit related bonus
• Motor Expenditure Allowance (£4,000) or company car
• Option to opt into 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.We are Investors in People - Gold, we believe in equality, diversity and respect for all and encourage applications from all sectors of the community.