Customer Liaison Officer - Gas and Water

Torus Group; England; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading service provider in the United Kingdom is looking for an experienced Customer Liaison Officer to support compliance workstreams and ensure a positive customer experience. The role involves acting as a liaison with tenants and contractors, managing inquiries, and maintaining records. Candidates should have NVQ Level 2 in customer care and experience in customer service, preferably within social housing. A full driving license is required.

Qualifications

• Minimum of NVQ Level 2 in customer care.
• Experience in customer service required.
• Familiarity with social housing and compliance desirable.

Responsibilities

• Act as a site liaison with tenants and contractors.
• Manage customer-related issues and ensure positive experiences.
• Maintain accurate records and respond to inquiries.

Skills

Customer service experience

Communication skills

IT skills (Microsoft Office)

Education

NVQ Level 2 or above in customer care

GCSE or equivalent in Maths and English

Job description

Overview

Torus is seeking an experienced and motivated Customer Liaison Officer (CLO) to join our Assets Team. In this role you will support the effective delivery of the compliance workstreams by ensuring servicing programmes run to target, with effective access and a strong customer experience.

The post will be primarily site based, and travel will be required. A full driving license is essential with access to own vehicle which has a valid MOT and business use insurance cover.

What you’ll be doing

• Act as site liaison with tenants, residents, contractors, and stakeholders to support delivery of compliance programmes.
• Liaise with and assist with customer related issues throughout the programme process and support with access and appointments to reduce no access events and missed appointments.
• Keep customers updated on progress and ensure a positive experience.
• Maintain accurate records, update IT systems, and respond promptly to enquiries.
• General clerical, business administration and typing support for the team including preparation of letters and correspondence for customers.
• Contribute to high-quality services that reflect Torus’ vision and values.
• Ensure that customer enquiries are recorded and responded to promptly.

What we’re looking for

• NVQ Level 2 or above in a customer care related discipline.
• GCSE or equivalent in Maths and English
• Experience of customer service experience
• Experience within a social housing environment, desirable for that to be within a compliance related field
• Experience of the use of Microsoft office software in particular Outlook, Word, Excel and Access
• Must hold full current driving license
• Ability to travel to various locations using own transport with business insurance.

Interview Process

The interview will be competency-based, assessing your technical skills, problem-solving abilities, and team collaboration. Interviews will take place week commencing 6th October 2025.

Additional Information

• Right to work verification
• Qualification certificate check
• 2x completed references
• Occupational Health Questionnaire – Fit For Work
• DBS check (if required for role)
• Completion of all new starter documentation including signed T&Cs

We reserve the right to close this advert early if we receive a sufficient number of applications.