Customer Liaison Officer

Metropolitan Housing Trust; Upper Farringdon; On-site; GBP 28,000 - 34,000; Full time

Job summary

Metropolitan Housing Trust is seeking a Customer Liaison Officer to support our Building Safety programme, keeping residents informed, supported, and engaged during surveys, interim measures, and remedial works. You will be the primary contact for residents, ensuring timely updates and a high-quality service while supporting delivery of safety works.

Join the Asset Management - Safer Buildings team and help shape the customer experience in this critical area with strong communication,

Qualifications

• Experience delivering excellent customer service.
• Strong communication and presentation skills.
• Good understanding of tenancy/leasehold management.

Responsibilities

• Lead communications with residents regarding surveys, safety measures and works.
• Serve as a main contact for enquiries, complaints and service requests.
• Provide regular updates for residents and stakeholders.
• Assist surveyors and project teams by coordinating access and communications.
• Record and monitor customer interactions and project communications.

Skills

Customer service

Communication

Organisational skills

IT literacy

Tools

MS Word

MS Excel

CRM software

Job description

The role

About the Role

MTVH are looking for a Customer Liaison Officer to play a key role in supporting our Building Safety programme and ensuring customers remain informed, supported, and engaged throughout the delivery of building safety works. The safety of our customers is our highest priority, and this role is central to maintaining clear and effective communication with residents during surveys, interim safety measures, and remedial works programmes. This is an exciting opportunity to join a growing team and help shape the customer experience within a business-critical area of our organisation.

Therefore, as part of the Asset Management - Safer Buildings team, you will act as the primary point of contact for residents, managing enquiries, complaints, and communications throughout projects. You will work closely with surveyors, customer services teams, and other stakeholders to ensure customers receive timely updates and a high-quality service while supporting the successful delivery of building safety works.

Key responsibilities

• Lead communications with residents relating to surveys, interim measures, and remedial works programmes.
• Act as a key contact for customer enquiries, complaints, and service requests, ensuring issues are resolved effectively.
• Produce regular project updates for residents and internal stakeholders.
• Support surveyors and project teams by facilitating access to customers' homes and coordinating communication activities.
• Monitor, track, and maintain accurate records of customer interactions and project communications.

What you'll need to succeed

• Strong communication and presentation skills with the ability to engage confidently with a wide range of stakeholders.
• Experience delivering excellent customer service and managing customer enquiries and complaints.
• Good understanding of tenancy and leasehold management, including awareness of the Section 20 process.
• Excellent organisational and prioritisation skills, with the ability to manage competing demands in a busy environment.
• Strong IT skills, including experience using Microsoft Word, Excel, and customer management systems.

Interview date/s

TBC - London