Customer Liaison Officer

MossCare St. Vincent's Housing Group Limited; Stretford; Hybrid; GBP 22,000 - 29,000; Full time

Benefits offered by this job

Essential car user allowance

Home working kit provided

33 days holiday per year plus bank

Company pension with up to 10% matched

Health cash plan

Enhanced sick pay

Health and Wellbeing Support

Life assurance

Learning and development

Equality and Inclusion groups

Job summary

MossCare St. Vincent's Housing Group Limited in the Northwest is seeking a proactive Customer Liaison Officer to support residents during planned works, coordinate tenant choices, and ensure clear pre-start communications.

You will develop strong stakeholder relationships, monitor feedback and complaints, arrange access, and work with Sustainability and Asset teams to deliver a high-quality, inclusive service for our communities.

Qualifications

• Full driving licence and willingness to travel across the Northwest.
• Strong customer engagement and complaint resolution skills.
• Experience supporting diverse resident groups and coordinating multiple agencies.

Responsibilities

• Manage resident communication and consultation, coordinating tenant choices and pre-start surveys.
• Support residents during works by arranging access and responding to individual needs.
• Monitor resident records, maintain reporting, and ensure compliance.
• Build relationships with residents, tenants, and community groups; organise events.
• Provide project reporting and site support, including satisfaction surveys.

Skills

Full driving licence

Project coordination

Stakeholder management

Customer engagement

ICT skills

Tools

Microsoft Office

Job description

At MSV Housing we’re committed to making sure our customers have good quality safe homes and ourCustomer Liaison Officer'sare key to making this happen.

We are looking to recruit an enthusiastic individual to join our established team. Reporting to ourSenior Customer Liaison Officer, ourCustomer Liaison Officerwork with the Planned Works Manager (Sustainability) and Asset Management team in providing support to ensure the provision of an effective and efficient sustainability service.

In addition, we are looking for candidates that have a passion to advocate on behalf of people and communities.

What do ourCustomer Liaison Officer'sdo;

• Manage resident communication and consultation by coordinating tenant choices, carrying out pre-start surveys and inductions, issuing all pre-works notifications, and providing ongoing updates throughout the project.
• Support residents during works by arranging access, identifying and responding to individual support needs, resolving concerns, and maintaining regular contact to ensure a positive customer experience.
• Monitor and maintain resident records including no-access cases, refusals, complaints, satisfaction data, correspondence, and property-specific house files, ensuring accurate reporting and compliance.
• Build and maintain stakeholder relationships by engaging with residents, tenant representatives, local community groups, schools, businesses, and other key stakeholders, while organising resident events and scheme launches.
• Provide project reporting and site support through attending meetings, producing resident liaison reports, briefing site teams on customer requirements, conducting satisfaction surveys, and identifying community engagement opportunities.

What we are looking for;

• Full driving licence and willing to travel across the Northwest
• Self-motivated and organised professional with experience managing workloads independently, prioritising tasks, and making decisions using initiative with minimal supervision.
• Strong customer engagement and complaint resolution skills, with experience supporting diverse resident groups, responding sensitively to customer needs, and handling service requests and complaints effectively.
• Skilled stakeholder manager and relationship builder, experienced in developing positive partnerships with residents, contractors, colleagues, external partners, and coordinating multiple agencies to deliver successful services.
• Customer-focused and digitally confident, with strong ICT skills, proficiency in Microsoft Office applications, and the ability to recommend and support sustainability initiatives that benefit customers and communities.
• Highly organised and self-motivated professional with excellent interpersonal skills, capable of delivering high-quality customer service, working effectively under pressure, and contributing both independently and as part of a team.

We offer a range of great benefits including:

• Essential car user allowance to support you with car running costs
• Flexibility on where you work with home working kit provided
• 33 days holiday per year plus bank holidays, and a holiday a buy scheme.
• Company pension scheme with up to 10% matched contributions
• Company funded access to a health cash plan, where you can claim back costs of everyday health treatments such as optical, dental and much more.
• Enhanced sick pay with up to 3 months full pay and 3 months half pay
• Health and Wellbeing Support including an employee assistance programme, free counselling, mental health first aiders and numerous wellbeing initiatives
• Life assurance subject to being a member of our company pension scheme.
• Learning and development to support you to develop the skills you need to fulfil your role and progress in your career
• Commitment to Equality and Inclusion with employee network groups covering anti-racism, LGBTQ+, disability and long-term health conditions, carers, and menopause.

MSV are committed to Equality and Inclusion all applications are scored against the essential criteria of the role; however, we encourage candidates to submit an ammonised CV if they can do so.

MSV are also committed to supporting you to balance work and life, including with any caring or parental responsibilities you might have, and have a range of flexible working options and wellbeing support available to all colleagues to facilitate this.

We’re passionate about inclusion and we’d love to hear from people from diverse backgrounds for this role.