Customer Liaison Officer - Fixed Term - 18 months

Great Places Housing Group; Manchester; On-site; GBP 24,000 - 36,000; Full time

Job summary

A leading housing group in Manchester seeks a dynamic individual to enhance customer service in maintenance works. The role demands excellent communication skills, a supportive approach, and an understanding of social housing challenges, ensuring effective collaboration with contractors and community members.

Benefits

Pension Scheme (up to 10% contribution)

Healthcare benefits

High street discounts and gym memberships

26 days annual leave, increasing to 30

Savings Club for special expenses

You Count Rewards for outstanding performance

Qualifications

• Experience in dynamic customer-focused environments.
• Excellent written and verbal communication skills.
• Knowledge of social housing.

Responsibilities

• Completing pre-entry surveys and joint inspections.
• Resolving complaints and responding to customer queries.
• Supporting customers and promoting digital communication.

Skills

Customer Service

Communication

Time Management

Tools

Office 365

Job description

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Client:

Great Places Housing Group

Location:

Manchester, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

d04801510267

Job Views:

8

Posted:

22.06.2025

Expiry Date:

06.08.2025

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Job Description:

What you’ll be doing

• Completing pre-entry surveys and joint inspections with our contractors in advance of investment works, such as replacement windows, bathrooms and kitchens
• Arranging consultation events with customers and contractors
• Supporting customers by resolving complaints and responding to queries related to investment works in a well-coordinated, effective and responsive manner
• Supporting the surveying team in the effective delivery of the planned maintenance works and being the main customer point of contact representing Great Places
• Responding to customers through a range of media including phone, text, email, social media and webchat, promoting use of digital communication where possible
• Supporting our customers’ needs and provide advice and guidance about appropriate services and referral routes, signposting to trusted partners agencies and service providers
• To record information and update systems with survey data and ensure that all data is stored in accordance with GDPR
• Attend and contribute to pre-contract and progress meetings

What you’ll need

• Experience of working in a dynamic customer focussed environment, with a proven ability of delivering a high standard of customer service and a positive attitude towards resolving customer complaints and requirements
• Competent using Office 365 (compiling letters / reports / small spreadsheets)
• Excellent communication skills (written, verbal and at all levels)
• Knowledge of social housing
• Good written and verbal communication
• Experience and understanding of safeguarding
• Great Places Housing Group is committed to safeguarding and promoting the welfare of children, young people and adults and expects all our colleagues to share this commitment; this role is subject to a basic DBS check

What we need from you

• Ability to complete tasks in an accurate and timely manner when working under pressure
• Effective liaison with contractors / other stakeholders to give information/find information/resolve problems
• Organisation and good time management skills
• Able to deliver a high standard of customer service
• An understanding of the issues faced by people and families out of work or on low incomes
• Flexible approach and a can do attitude
• Proactive in identifying issues before they reach a complaint stage
• Full driving license and use of a vehicle
• Commitment to work in partnership with others for the benefit of Great Places.
• Ability to work flexibly and when needed outside normal working hours to ensure service continuity.
• You will be required to attend a number of face to face training sessions as well as virtual sessions and e-learning this part of your role is vital and of equal importance as the day to day aspects
• A commitment to understand the challenges and opportunities that exist in the communities in which we work. We particularly value lived experience in social housing
• A passion to advocate on behalf of people and communities

What we give you in return for your hard work and commitment

• Pension | DC Scheme (up to 10% contribution from both colleague and Great Places)
• WPA | Healthcare auto enrolled at no contribution level with £1250 of savings available- option to increase & add on family members
• The Market Place | High street, restaurant & supermarket discounts, gym memberships, cycle to work, smart tech loans and much more
• Annual Leave | Start at 26 days annual leave, increasing up to 30 days within 5 years+ Bank Holidays
• Savings Club | You can put aside money each month for 11 months to help you save for that special something (pays out in Novembers salary)
• Reward & Recognition | You Count Rewards are individual reward’s for going ‘above & beyond’

At Great Places we believe the wellbeing of our colleagues is vital to enable them to deliver to great services, all your benefits can be used inside and outside of work