Customer Liaison Officer

Bristol City Council; West of England; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Brand-new service opportunity

Flexible working where possible

Local Government Pension Scheme

Job summary

Bristol City Council is seeking two Customer Liaison Officers to join the new Access Management Team, working across Bristol to remove barriers to essential inspections and safety checks.

You will visit residents, build trusted relationships, coordinate with partner agencies and develop practical solutions with empathy. A full UK driving licence is required for fieldwork and travel across the city.

Qualifications

• Proven track record of delivering excellent customer service.
• Strong communication skills and ability to build trust with diverse groups.
• Ability to manage sensitive conversations with empathy and professionalism.
• Experience taking ownership and resolving issues to a successful outcome.
• Organised with the ability to manage a varied caseload.
• Proactive, creative problem solving and independent decision making.
• Good IT skills with Microsoft 365 applications.
• Full UK driving licence and access to a vehicle for business use.

Responsibilities

• Work directly with residents to understand and resolve barriers preventing access to homes.
• Undertake home visits and face-to-face engagement city-wide to tailor solutions.
• Support compliance workstreams including safety hazards and statutory duties.
• Identify vulnerabilities and refer to internal/external support as appropriate.
• Coordinate appointments with operational teams, contractors and partner agencies.
• Assist residents in complex circumstances to navigate service challenges.
• Manage inquiries, concerns and complaints with empathy and professionalism.
• Take ownership from first contact to resolution and keep residents informed.
• Gather feedback to improve resident engagement and service delivery.

Skills

Customer service

Communication

Driving licence

Microsoft 365

Empathy

Problem solving

Independent work

Tools

Microsoft 365

Job description

The job requirements are detailed below. Where applicable the skills, qualifications and memberships required for this job have also been included.

2 Posts Available | Fixed Term Contract / Secondment Opportunity (12-18 Months) | Full Time

Ready to help shape a brand-new service and make a real difference to residents?

We're looking for two passionate, resilient and customer-focused Customer Liaison Officers to join Bristol City Council's newly established Access Management Team.

This is an exciting opportunity to be part of a new service designed to support residents, remove barriers to access and help ensure essential safety and compliance activities can be completed within people's homes. The team has been created following a service review that identified the need for earlier resident engagement, improved support and a more proactive approach to resolving access challenges.

As a Customer Liaison Officer, you'll work directly with residents across Bristol, helping them overcome barriers that may prevent essential inspections, safety checks and property-related interventions from taking place.

The role is highly visible and community-focused. You'll spend much of your time out visiting residents, building trusted relationships, understanding individual circumstances and finding practical solutions. This could include identifying vulnerabilities, coordinating support services, working alongside partner agencies, helping residents access welfare support or making reasonable adjustments that enable access to take place.

No two days will be the same, but every day will be an opportunity to improve resident safety, wellbeing and outcomes.

What you'll be doing

• Working directly with residents to understand and resolve barriers preventing access to their homes.
• Undertaking home visits and face-to-face engagement across the city to develop solutions tailored to individual circumstances.
• Supporting compliance workstreams including gas safety, electrical safety, Housing Health and Safety Rating System (HHSRS) hazards, disrepair matters and other statutory landlord responsibilities.
• Identifying vulnerabilities and support needs at an early stage and making referrals to internal and external support services where appropriate.
• Working closely with operational teams, contractors, housing colleagues and partner agencies to coordinate appointments and secure successful outcomes.
• Supporting residents living in complex circumstances, helping them navigate challenges that may be affecting their ability to engage with services.
• Managing resident enquiries, concerns and complaints with empathy, professionalism and a solution-focused approach.
• Taking ownership of cases from first contact through to resolution, ensuring residents remain informed throughout the process.
• Gathering feedback and helping shape continuous improvements in resident engagement and service delivery.

What we're looking for

We're looking for people who are passionate about supporting residents and finding solutions to complex situations.

You don't necessarily need a compliance background. What's most important is your ability to build relationships, engage positively with residents and work collaboratively to overcome challenges.

You'll bring:

• A proven track record of delivering excellent customer service.
• Strong communication and interpersonal skills, with the ability to build trust and rapport with a wide range of people.
• The ability to manage sensitive conversations with empathy, professionalism and resilience.
• Experience of taking ownership of issues and seeing them through to a successful outcome.
• Strong organisational skills and the ability to manage a varied caseload.
• A proactive and creative approach to problem solving.
• The ability to work independently and make informed decisions whilst recognising when support is required.
• Good IT skills including experience of Microsoft 365 applications.
• A full UK driving licence and access to a vehicle insured for business use.

Experience in housing, resident engagement, tenancy management, welfare support, safeguarding, social care, community services, enforcement, customer services or repairs and maintenance would be advantageous.

Why work with us?

At Bristol City Council, we're committed to putting residents at the heart of everything we do.

In return, we offer:

• The opportunity to help shape and develop a brand-new service.
• A varied role combining resident engagement, problem solving and community-based working.
• The opportunity to make a genuine difference to the lives of Bristol residents.
• Supportive leadership and opportunities for professional development.
• Generous annual leave entitlement.
• Flexible working arrangements where operationally possible.
• Access to the Local Government Pension Scheme.
• A diverse and inclusive working environment.

This new team is being established to transform how we support residents and manage access challenges across our housing stock. Rather than focusing on enforcement alone, the service aims to identify barriers early, provide support, build trust and work collaboratively with residents to achieve positive outcomes.

If you're someone who enjoys working with people, solving problems and making a meaningful difference in local communities, we'd love to hear from you.

We're a Disability Confident employer which means we value recruiting and retaining disabled people. Any job applicants who consider themselves to be disabled and meet the essential criteria in the Person Specification are guaranteed an interview. We'll make reasonable adjustments throughout the interview process and provide continued workplace support throughout your career.

Bristol City Council strives to have a workforce that reflects the communities it serves. We are committed to ensuring diversity in our hiring process and welcome applications from all sections of the community. We particularly welcome applications from Black and racially minoritised, Disabled and Female candidates who are currently under-represented within this service. Appointments will be made on merit.