Customer Liaison Officer

Sureserve; Stoke-on-Trent; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a dedicated Customer Liaison Officer to join their dynamic team. This role focuses on maintaining strong relationships with clients and residents, ensuring compliance in gas servicing. Ideal candidates will possess exceptional communication skills and a passion for customer service. Responsibilities include scheduling services, managing complaints, and generating compliance reports. This position offers a supportive environment committed to employee wellbeing and professional growth. If you're ready to make a difference in a rewarding role, we want to hear from you!

Benefits

Employee wellbeing programs

Occupational health support

Annual leave based on service level

Enhanced maternity and paternity packages

Cycle to Work Scheme

Gender & Equality Working Group

Employee Voice Program

Recognition for living our values

Qualifications

• Experience in customer service roles.
• Exceptional attention to detail and organizational skills.

Responsibilities

• Schedule annual services and ensure compliance with client procedures.
• Handle tenant complaints and provide reports on remedial actions.

Skills

Attention to Detail

Communication Skills

Customer Service

Organizational Skills

Multitasking

Tools

MS Office

Job description

Sureserve Stoke-On-Trent, England, United Kingdom

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Sureserve Stoke-On-Trent, England, United Kingdom

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The Sureserve Group of businesses provides market-leading compliance and energy services across the UK, with over 3,200 employees working from more than 20 offices.

Sure Maintenance, part of The Sureserve Group, is a market-leading heating and hot water specialist with over 40 years of successful delivery and a growing client base.

Overview of the Role

Sure Maintenance has an opportunity for a dedicated and skilled Resident Liaison Officer to join our dynamic team. This role involves maintaining strong relationships with clients and residents to ensure 100% compliance in gas servicing. If you have excellent attention to detail, communication skills, and a passion for customer service, we want to hear from you.

You will work across a geographical area, coordinating with management, administrators, and clients to ensure timely gas service compliance. This includes contacting customers via phone calls and home visits to arrange service appointments, especially for hard-to-access properties.

Strong interpersonal and customer service skills are essential. You will report regularly to the client and work closely with them to meet objectives. Some work outside standard hours may be required, and a full UK driving license is necessary.

Key Responsibilities

• Schedule annual services following client procedures.
• Minimize service referrals through effective communication and customer engagement, including home visits and phone calls.
• Ensure escalation and completion of service visits as per client processes.
• Generate reports from contract management software to monitor compliance and provide updates to clients and management.
• Handle tenant complaints according to company procedures, providing reports on remedial actions.
• Manage the complaint/incident process in line with company policy.
• Arrange appointments for complaint resolution and keep management informed.
• Liaise with customers to rectify outstanding or repair work promptly.
• Attend client meetings, resident meetings, roadshows, and review meetings.
• Maintain personal and professional development, participate in training, and support team training initiatives.
• Assist in collecting and monitoring tenant satisfaction data.
• Ensure compliance with all company policies and standards.

Required Attributes

• Exceptional attention to detail and organizational skills.
• Ability to multitask and work under pressure with a solution-focused approach.
• Proficiency with IT systems, including MS Office.
• Friendly, professional demeanor in all interactions.
• Experience in customer service roles.
• Strong written and verbal communication skills.
• Ability to maintain confidentiality and professionalism.
• Flexible and team-oriented work ethic.

What We Offer

• Employee wellbeing programs, occupational health support, and counseling services.
• Annual leave based on service level.
• Enhanced maternity and paternity packages.
• Cycle to Work Scheme.
• Gender & Equality Working Group.
• Employee Voice Program.
• Sureserve Legends recognition for living our values.

We are committed to talent development, promoting equality, diversity, and inclusion, and supporting our employees' personal and professional growth.

Apply today to join our remarkable team. If you meet the skills and experience requirements, we look forward to hearing from you! Successful applicants will need to provide evidence of their right to work in the UK, and DBS checks will be conducted prior to employment.