Customer Liaison Officer - Compliance

Torus Group; St Helens; On-site; GBP 28,000 - 34,000; Full time

Benefits offered by this job

Annual leave 25 days

Holiday purchase scheme

Aviva pension plan

Wagestream access

Lease car scheme

Employee discounts

Learning opportunities

Reward & recognition schemes

Flexible working

BUPA health expenses

Job summary

Torus Group is seeking a Customer Liaison Officer (Compliance) to join its Assets team. You will liaise with tenants, residents, contractors and colleagues to support compliant programme delivery and keep customers informed throughout the process.

You will travel across Liverpool, St Helens and Warrington, attend the St Helens Central Office weekly, and manage visits, appointments and documentation to ensure targets are met while maintaining excellent customer service.

Qualifications

• Relevant customer service experience, ideally within social housing, property, maintenance, construction or compliance services.
• Strong communication and people skills, with the ability to build positive relationships, manage challenging conversations and influence positive outcomes.
• Experience coordinating appointments, customer communications, access arrangements or similar customer-facing activities.
• Experience managing cases, maintaining accurate records and updating business systems.
• Good IT skills, including Microsoft Office and digital case management systems. Experience using QL or a similar housing management system would be beneficial.
• Knowledge of gas and electrical compliance, along with housing management and maintenance legislation and good practice.
• A flexible, proactive and resilient approach, with the ability to prioritise workloads, adapt to changing demands and work effectively with a range of stakeholders.
• Awareness of safeguarding responsibilities and how to respond appropriately to concerns.
• NVQ Level 2 or above in a customer care-related discipline (or equivalent experience), or willingness to work towards this qualification.
• GCSEs (or equivalent) in English and Maths.
• A full UK driving licence and access to a vehicle with a valid MOT and business use insurance, together with the ability to travel regularly and work flexibly across Liverpool, St Helens and Warrington in line with business needs.

Responsibilities

• Provide site-based liaison with tenants, residents, contractors and stakeholders to support the effective delivery of compliance servicing programmes.
• Assist with customer-related issues throughout the programme process, supporting access arrangements and appointments to reduce no-access events and missed appointments.
• Visit residents in their homes to support access for compliance-related visits and works.
• Keep customers informed on the progress of works that have a direct impact on them.
• Download and review programme reports and manage activity within allocated areas.
• Update, monitor and maintain organisational systems to reflect visits, customer communications and information updates.
• Ensure customer information is accurate and maintained across relevant systems.
• Manage and progress cases in line with agreed processes, escalating matters and working alongside Neighbourhood Officers where required.
• Work with field and work planning teams to support the delivery of contractual requirements.
• Record and respond to customer enquiries promptly.
• Prepare customer letters and correspondence and provide general administrative support.
• Build strong relationships with internal and external stakeholders based on trust, mutual respect and understanding.
• Work flexibly across Liverpool, St Helens and Warrington to support the effective delivery of compliance workstreams, attending offices and sites as required in line with business needs.
• Work collaboratively with colleagues to support operational targets and deliver a seamless service for customers.
• Comply with relevant policies, procedures, legislation and health and safety requirements.

Skills

Communication

Appointment coordination

IT skills

UK driving licence

Education

NVQ Level 2 in customer care

GCSE English & Maths

Tools

Microsoft Office

QL housing management system

Job description

We are looking for a professional and proactive Customer Liaison Officer (Compliance) to join our Assets team. As a key member of the service, you will focus on liaison with tenants, residents, contractors and Torus colleagues to support the effective delivery of compliance workstreams across our property portfolio.

You will support servicing programmes by assisting with access arrangements, appointments and customer-related issues throughout the programme process. Working closely with internal and external stakeholders, you will keep customers informed on the progress of works, respond to enquiries promptly, maintain accurate records and support contractual requirements, helping to ensure programmes are delivered within target while supporting the customer experience.

Working arrangements:

This is a predominantly site-based role, with the majority of your time spent travelling across Liverpool, St Helens and Warrington. You will attend a weekly team day at our St Helens Central office each Tuesday and travel to other Torus office locations as required in line with business needs. You'll have flexibility to manage your own diary and workload, while ensuring service priorities and operational requirements are met.

What you'll be doing:

• Provide site-based liaison with tenants, residents, contractors and stakeholders to support the effective delivery of compliance servicing programmes.
• Assist with customer-related issues throughout the programme process, supporting access arrangements and appointments to reduce no-access events and missed appointments.
• Visit residents in their homes to support access for compliance-related visits and works.
• Keep customers informed on the progress of works that have a direct impact on them.
• Download and review programme reports and manage activity within allocated areas.
• Update, monitor and maintain organisational systems to reflect visits, customer communications and information updates.
• Ensure customer information is accurate and maintained across relevant systems.
• Manage and progress cases in line with agreed processes, escalating matters and working alongside Neighbourhood Officers where required.
• Work with field and work planning teams to support the delivery of contractual requirements.
• Record and respond to customer enquiries promptly.
• Prepare customer letters and correspondence and provide general administrative support.
• Build strong relationships with internal and external stakeholders based on trust, mutual respect and understanding.
• Work flexibly across Liverpool, St Helens and Warrington to support the effective delivery of compliance workstreams, attending offices and sites as required in line with business needs.
• Work collaboratively with colleagues to support operational targets and deliver a seamless service for customers.
• Comply with relevant policies, procedures, legislation and health and safety requirements.

What we're looking for:

• Relevant customer service experience, ideally within social housing, property, maintenance, construction or compliance services.
• Strong communication and people skills, with the ability to build positive relationships, manage challenging conversations and influence positive outcomes.
• Experience coordinating appointments, customer communications, access arrangements or similar customer-facing activities.
• Experience managing cases, maintaining accurate records and updating business systems.
• Good IT skills, including Microsoft Office and digital case management systems. Experience using QL or a similar housing management system would be beneficial.
• Knowledge of gas and electrical compliance, along with housing management and maintenance legislation and good practice.
• A flexible, proactive and resilient approach, with the ability to prioritise workloads, adapt to changing demands and work effectively with a range of stakeholders.
• Awareness of safeguarding responsibilities and how to respond appropriately to concerns.
• NVQ Level 2 or above in a customer care-related discipline (or equivalent experience), or willingness to work towards this qualification. Successful candidates who do not already hold a relevant qualification will be supported to complete this following successful completion of their probationary period.
• GCSEs (or equivalent) in English and Maths.
• A full UK driving licence and access to a vehicle with a valid MOT and business use insurance, together with the ability to travel regularly and work flexibly across Liverpool, St Helens and Warrington in line with business needs.

Shortlisted candidates will be invited to attend an in-person competency-based interview at our St Helens Central Office on Thursday 12th November 2026. The interview will provide an opportunity for you to demonstrate how your skills, experience and approach align with the requirements of the role, drawing on examples from your previous experience.

Additional Information:

Each successful applicant will be required to complete the following pre-employment checks prior to a start date being agreed:

• Right to work verification.
• Qualification certificate check (where applicable).
• Two satisfactory references.
• DBS check if applicable (Standard/Enhanced).
• Completion of all new starter documentation, including signed terms and conditions.

£28,215 (pending pay award)

Hours

37

• Generous Annual Leave: Begin with 25 days plus bank holidays, increasing by one day each year up to 30 days after five years.
• Family Support: Enjoy enhanced maternity, paternity, and adoption pay, ensuring you can focus on what matters most during significant life events.
• Financial Flexibility: Take advantage of our holiday purchase scheme and Aviva pension plan. With Wagestream, access affordable loans (including season loans) and a portion of your pay instantly.
• Travel and Transport: Explore our lease car scheme and employee discounts on various products, including bikes and holidays.
• Continuous Learning: Access a range of learning opportunities, including e-learning workshops and support for professional qualifications.
• Recognition and Well-being: Participate in our reward and recognition schemes, volunteer in your community, and benefit from enhanced sick pay and discounted gym memberships.
• Flexible Working: We champion flexible and agile working, supporting your individual needs and preferences.
• Comfortable Workspaces: Enjoy well-designed offices with excellent public transport links, alongside access to employee assistance programs and occupational health support.
• Health and Wellness: For eligible employees, we offer BUPA health expenses coverage, ensuring your health needs are taken care of.