Customer Liaison Officer - Housing Repairs & Maintenance

Part Of Platform Housing Group; Remote; GBP 25,000 - 30,000; Full time

Job summary

A property maintenance company is seeking a Customer Liaison Officer to enhance service delivery and manage customer complaints effectively. You will engage with customers, maintain data, and promote best practices. Ideally, you should have a strong background in customer service with a passion for resolving issues and a good technical knowledge of property repairs. This is a home-based role requiring occasional travel to offices and sites in Birmingham and Worcester.

Qualifications

• Demonstrable customer service experience and a track record in finding solutions.
• Experience dealing with challenging customer situations.
• Proven experience in a front-line customer complaints role is desirable.

Responsibilities

• Lead customer complaint management for clients.
• Maintain data and produce performance information on complaints.
• Promote best practices and identify opportunities for improvement.
• Take ownership of complaints from start to end.

Skills

Customer-focused

Self-motivated

Organizational skills

Strong IT skills

Excellent communication skills

Autonomous decision making

Technical knowledge of responsive repairs

Job description

Are you an experienced Housing Repairs & Maintenance Customer Resolutions/ Liaison professional wanting to have an impact and shape future service delivery? Do you put the customer at the heart of everything you do? If so, then this Customer Liaison Officer role could be the ideal job for you!

Overview

Our Property Care team have an exciting opportunity for a Customer Liaison Officer to join our team. We are looking for a dedicated and diligent customer service professional who can put the needs of our customers first and live our Bring Your Best values everyday through their work.

Responsibilities

You will take the lead in our team on customer complaint management for one of our clients located around Hereford and Leominster, providing a key point of contact, investigating, resolving, and responding to complaints whilst keeping the customer updated along the way.

We want someone who can maintain data and produce performance information and insights about complaints and collaborate with the service manager and the delivery teams, to understand and help shape future property repairs and maintenance service delivery. You'll have a real chance to influence at all levels using evidence-based decisions.

Making sure our customer journey is of the highest standard you will promote best practice and help identify opportunities for continuous improvement. You'll be recognising great customer service too and celebrating Bring Your Best behaviours in the team.

We want someone who can combine a strong technical knowledge of property repairs and maintenance with a passion for delivering excellent customer service, taking ownership of complaints from start to end whilst championing our Bring Your Best values.

Key Competencies & Skills

• Customer-focussed you must be passionate about delivering first rate customer service and willing to go the extra mile for customers.
• Be self-motivated with the ability to work calmly under pressure and have a positive can-do attitude.
• You will have great organisational skills with the aptitude to prioritise your workload to meet deadlines whilst managing competing priorities and demands.
• With strong IT skills you'll be able to manage data and coordinate cross-departmental information flow.
• Have the desire to collaborate with internal and external stakeholders to deliver the best outcomes for customers.
• And have excellent communication skills with the ability to work as a part of a team as well as using your own initiative.
• Working autonomously making pragmatic decisions involving colleagues as needed.
• Need to continuously strive to develop your technical knowledge of responsive repairs and voids works.
• Be an ambassador for both our client and Platform Property Care.

Experience & Qualifications

You will need to have demonstrable customer service experience and a track record in finding solutions that meet the needs of the customers; and have experience of dealing with more challenging problematic situations. Proven experience in a front-line customer complaints role is desirable.

Travel and Working Conditions

While this role is home based, you should have the ability to travel to Group offices as required. Our Group offices are in Birmingham Business Park and Central Park, Worcester. The role will require travel as required to visit site and customers so you will need use of your own vehicle or alternative means of getting to required locations.

Disability Confident

Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to .

About Platform Property Care

Part of Platform Housing Group, Platform Property Care is a well-established property maintenance business. Working with us is more than just a job. We value the contribution that our colleagues make to our business; our vision is clear - we are growing fast, and we aim to achieve our plan through an engaged and highly skilled team.