Customer Liaison Officer

Fortem Cares; Sheffield; On-site; GBP 26,000 - 38,000; Full time

Benefits offered by this job

£4,000 Motor Expenditure Allowance

Car salary sacrifice option

25 days annual leave

Job summary

Fortem is seeking a Permanent Customer Liaison Officer to support the Guinness contract, with travel across Leeds, Sheffield, Doncaster, Nottingham, Derby, Buxton and Harrogate. Core hours are 8am-4:30pm, Monday to Friday, and a full driving licence is required.

The role involves engaging residents, coordinating access for retrofit surveys, and maintaining clear communications while delivering projects on schedule. Fortem offers strong benefits and a supportive team environment.

Qualifications

• Good customer service experience.
• Willingness to travel between covered areas.
• Able to deal with sensitive situations.
• Resilience and strong negotiation skills.
• Proficiency in Microsoft Office.
• Full driving licence and access to a vehicle.

Responsibilities

• Proactively follow up on no-access properties to arrange retrofit survey appointments.
• Lead resident and community engagement initiatives and build relationships with local communities.
• Deliver clear communications to customers and residents about works.
• Act as main contact for residents, addressing enquiries professionally.
• Coordinate access arrangements to ensure works are delivered on schedule.
• Resolve access-related issues and escalate when needed.
• Maintain records of communications and resolutions for project documents.

Tools

Microsoft Office

Job description

We are currently looking for a Permanent Customer Liaison Officer in working across the The Guinness contract.

The core working hours are Monday to Friday 8am-4:30pm.

Travel is require for this role; covering Leeds, Sheffield, Doncaster, Nottingham, Derby, Buxton and Harrogate area's.

The Customer

Fortem are working in collaboration with The Guinness Partnership.

Duties and Responsibilities

Customer Liaison Officer duties and responsibilities include:

• 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

The Customer Liaison Officer will meet the following criteria:

• Good customer service experience and willingness to travel
• Ability to deal with sensitive situations
• Resilience and strong negotiation skills
• Proficiency in Microsoft Office
• Full Driving Licence and vehicle (mileage can be expensed).
• Able to travel to the following area's; Leeds, Sheffield, Doncaster, Nottingham, Derby, Buxton and Harrogate area's.
• Experience of working within the Social Housing sector
• CLO/TLO experience

Benefits include:

• £4,000 Motor Expenditure Allowance or company car
• Option to opt into the car salary sacrifice scheme
• 25 days annual leave + bank holidays & your birthday off (or the nearest Friday/Monday, if it falls on a weekend)
• 26 weeks full pay maternity leave
• 8 weeks full pay paternity leave
• Discounted gym memberships at national and local gyms
• Other benefits including dental care, private healthcare, cycle-to-work scheme, mobile phone provider discounts & more Fortem embraces diversity in the workplace and encourages applications from all sectors of the community.

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.

Our success is due to our people. They are passionate, committed and care about what we deliver for our clients and partners and residents. We take pride in developing our employees and supporting them to achieve their potential. For us, a sustainable future is about ensuring we continue to develop our people for our future needs and recruiting the right talent. Our culture, built around Courage, Care and Respect, ensures that we always deliver not only the job done but, most importantly, the job done in the right way.

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