Customer Liaison Officer (Compliance)

Torus Group; St Helens; On-site; GBP 26,000 - 32,000; Full time

Job summary

Torus Group is seeking a proactive Customer Liaison Officer (Compliance) to join the Assets team. You will work across Liverpool, St Helens and Warrington, engaging with tenants to support access for compliance works and maintain accurate case records.

In this field-based role you will manage appointments, update systems, and build strong relationships with residents and contractors, ensuring timely, compliant service delivery and a positive customer experience.

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.
• 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

Strong communication

People skills

Relationship building

Organisation/time management

Education

NVQ Level 2 in customer care

GCSE English and Maths

Tools

Microsoft Office

Digital case management systems

Housing management system (QL)

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 work closely with tenants, residents, contractors and Torus colleagues to support the effective delivery of compliance workstreams across our property portfolio. Working primarily in the field, you will engage directly with residents to support access for compliance programmes, assist with customer-related issues and provide updates on the progress of works. You will also play an important role in case management, maintaining accurate records and working with internal teams to help ensure compliance servicing programmes are delivered within target whilst supporting a positive customer experience. Working collaboratively with colleagues and stakeholders, you will help reduce no-access events and missed appointments, support contractual delivery requirements and contribute to a positive customer experience throughout the lifecycle of compliance programmes.

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.

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.

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.
• Occupational Health questionnaire.
• DBS check if applicable (Standard/Enhanced).
• Completion of all new starter documentation, including signed terms and conditions.