Customer Liaison Officer (FTC 12 Months - Maternity Cover)

Fortem Cares; Boston; Hybrid; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Profit-related bonus

Motor allowance or company car

Salary sacrifice car lease

Private healthcare and dental care

Birthday leave

Job summary

Fortem are seeking a Customer Liaison Officer to support the Lincolnshire Housing Partnership in Boston on a 12-month maternity cover. The role focuses on resident engagement, clear communications, and coordinating access for capital works and retrofit projects.

Full-time, Monday to Friday, 8am-4:30pm, based in Boston with no travel to Grimsby. Experience in social housing or customer facing roles is preferred, and a full driving licence is required.

Qualifications

• Previous experience in a customer facing role.
• Ability to communicate clearly with residents about works and timelines.
• Proactive in engaging local communities and resolving questions.

Responsibilities

• Lead resident and community engagement initiatives, building strong relationships with local communities.
• Deliver clear and effective communications to customers and residents about the nature and scope of works.
• Act as the main point of contact for residents, addressing enquiries and concerns professionally and empathetically.
• Coordinate access arrangements to ensure works are delivered smoothly and on schedule.
• Resolve access-related or resident issues promptly, escalating where necessary to ensure timely solutions.
• Maintain accurate records of communications, access arrangements, and issue resolutions for project documentation.

Skills

Customer service

Communication

Driving licence

Stakeholder engagement

Microsoft Office

Tools

Microsoft Office

Job description

Customer Liaison Officer (FTC 12 Months - Maternity Cover)

Due to our continued success here at Fortem, we are excited to announce an opportunity for an experienced Customer Liaison Officer to become a pivotal part of our Capital Works and Retrofit work streams.

This is a 12 months fixed-term contract to cover Maternity Leave.

You will be supporting our Lincolnshire Housing Partnership based in Boston and covering the Boston area only. No travel to Grimsby is required.

The core working hours are Monday to Friday 8am-4:30pm.

The Project

We are in Partnership with Lincolnshire Housing Partnership (LHP) delivering capital elemental replacement and SHF works. The programme is being delivered by a strong team of directly employed project and site management, skilled trades, customer liaison officers, commercial staff and a local supply chain for work packages.

Essential and Desirable Criteria

Customer Liaison Officer duties and responsibilities include:

• Lead resident and community engagement initiatives, building strong relationships with local communities.
• Deliver clear and effective communications to customers and residents about the nature and scope of works.
• Act as the main point of contact for residents, addressing enquiries and concerns professionally and empathetically.
• Coordinate access arrangements to ensure works are delivered smoothly and on schedule.
• Resolve access-related or resident issues promptly, escalating where necessary to ensure timely solutions.
• Maintain accurate records of communications, access arrangements, and issue resolutions for project documentation.

Personal Qualities

The Customer Liaison Officer will meet the following criteria:

• Previous experience of working in a customer facing role
• Ability to deal with sensitive situations
• Resilience and strong negotiation skills
• Proficiency in Microsoft Office
• Full Driving Licence
• Experience of working within the Social Housing sector
• Experience of working as a CLO/TLO previously (not essential).

Additional Information

Customer Liaison Officer benefits, as this is a fixed-term contract, some benefits will vary:

• Competitive salary with discretionary profit related bonus
• Motor Expenditure Allowance (£4,000) or company car
• Option to opt into the salary sacrifice car lease
• 25 days annual leave + bank holidays + your birthday off (34 days total)
• Sick pay
• 26 weeks full pay maternity leave
• Annual pay reviews
• 8 weeks full pay paternity leave
• Discounted gym memberships at national and local gyms
• Up to £3,000 colleague referral fee
• Vast directory of training on bespoke in-house Learning Management System
• Private healthcare and dental care
• Cycle to work scheme
• Retail and mobile phone provider discounts

About Us

Fortem are Social Housing property experts. It is our sole focus, and the only sector we have worked in since inception in 2002. We successfully deliver works across three workstreams - Repairs & Maintenance, Capital Works and Retrofit. Our mission is to raise the bar in Social Housing and help our clients provide safe, warm and decent homes for people to live in - because Every Home Matters.

We are a Willmott Dixon Group Company. As such, we benefit from the credibility and recognition associated with a large and long-established brand - whilst as a standalone business within the Group, we maintain the flexibility to adapt our services to meet the unique challenges of the social housing marketplace.

Our success is due to our people. They are passionate, committed and care about what we deliver for our clients and partners and residents. We take pride in developing our employees and supporting them to achieve their potential. For us, a sustainable future is about ensuring we continue to develop our people for our future needs and recruiting the right talent. Our culture, built around Courage, Care and Respect, ensures that we always deliver not only the job done but, most importantly, the job done in the right way.

We are Investors in People - Gold, we believe in equality, diversity and respect for all and encourage applications from all sectors of the community.