Customer Liaison Officer

Fortem; South Yorkshire, East Midlands; Remote; GBP 26,000 - 34,000; Full time

Benefits offered by this job

Competitive salary

Motor Expenditure Allowance (MEA)

Annual leave 25 days + bank holidays

Birthday day off

Pay reviews

Private pension

Life insurance

Cycle-to-work

Job summary

Fortem is seeking a Customer Liaison Officer to support The Guinness Partnership refurbishment projects in Yorkshire. The role requires travel across the region and involves coordinating access, engaging with residents, and maintaining clear communications about works.

The role operates on a permanent contract with core hours Monday to Friday, 8:00 am to 4:30 pm. A competitive salary with MEA and comprehensive benefits are on offer.

Qualifications

• Experience in a similar customer liaison role.
• Ability to deal with sensitive situations.
• Strong resilience and negotiation skills.
• Proficient in Microsoft Office suite.
• Full driving licence and own vehicle.
• Willingness to travel across Yorkshire and surrounding areas.
• Experience in the social housing sector.

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 works.
• Act as the main point of contact for residents, addressing enquiries professionally.
• Coordinate access arrangements to ensure works are delivered on schedule.
• Resolve access-related or resident issues promptly and escalate when needed.
• Maintain accurate records of communications and resolutions for project documentation.

Skills

Negotiation skills

MS Office

Resilience

Sensitive situations

Travel readiness

Tools

Driving licence

Job description

We are currently looking for an experienced Customer Liaison Officer to join our Guinness Partnership. We're delivering window replacements, fire doors, roofing and painting works for The Guinness Partnership.

Willingness to travel is essential for this role. The areas you'll be travelling to are across Yorkshire and Derbyshire - so we are looking for someone who is happy to travel.

This is a permanent contract and the core working hours are Monday to Friday 8am-4:30pm.

We offer a Competitive Annual Salary, Motor Expenditure Allowance (MEA) plus loads more! See below, full list of Fortem benefits on offer!

The Customer

Fortem have partnered with The Guinness Partnership, on this social housing refurbishment project.

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:

• 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 and vehicle (mileage can be expensed).
• Able to travel across the Yorkshire region; North Yorkshire, Sheffield, Hull, Rotherham, Northumberland and Liverpool.
• Experience of working within the Social Housing sector
• CLO/TLO experience

• Competitive Annual Salary plus Motor Expenditure Allowance (MEA)
• Eligible for company performance bonus up to 10% per annum ( Pro rata)
• 25 days annual leave + bank holidays & your birthday off* (34 days total)
• Pay review every year
• 26 weeks full pay maternity leave
• 8 weeks full pay paternity leave
• Discounted gym memberships at national and local gyms
• Vast directory of training on bespoke in-house Learning Management System
• 24/7 access to GP appointment for you and your immediate family from Day 1
• Private pension employer contribution 3-6% of your base salary into your pension pot
• Life Insurance, dental care, private healthcare insurance and eye care vouchers
• Cycle-to-work scheme, mobile phone provider shopping discounts & more

Who Are We

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.