Customer Liaison Officer Part Time

IAN WILLIAMS LIMITED; Coventry; On-site; GBP 12,000 - 20,000; Part time

Benefits offered by this job

Profit share scheme

Private mileage scheme and fuel card

Pension contribution up to 5%

Annual leave buy/sell up to 5/3 days

Life Insurance 3x salary

Access to Lighthouse charity

Job summary

Ian Williams Ltd in Coventry seeks a part-time Customer Liaison Officer (20 hours/week) to be the first contact for residents and site teams. You will communicate progress, handle concerns and help deliver the contract to time, cost and quality targets.

You will build strong internal and external relationships, analyse feedback, and contribute to social value commitments while working both on site and remotely as needed.

Qualifications

• Excellent communication and customer service skills.
• Experience as a Customer Liaison Officer/Resident Liaison Officer is advantageous.
• Strong organisational skills with ability to plan and manage diary autonomy.
• Proficient IT skills including Microsoft Word and Outlook.

Responsibilities

• Be the first point of contact for residents and site teams in Coventry.
• Maintain relationships with residents and address complaints and concerns promptly.
• Produce and update reports on customer satisfaction and progress.
• Collaborate with internal teams to ensure works meet time, cost and quality targets.
• Resolve problems and coordinate with parties to fulfil contract deliverables.
• Support social value commitments with customers and operations teams.

Skills

Communication

Customer service

Organisational skills

Diary management

IT skills

Tools

Microsoft Word

Microsoft Outlook

Job description

Due to continued growth and successfully securing a new contract within our Response and Maintenance Business, Ian Williams is pleased to offer an exciting opportunity for a part time Customer Liaison Officer (20 hours per week) based in Coventry.

At Ian Williams, we are committed to building strong relationships and delivering outstanding customer satisfaction. If you are passionate about making a real difference in communities and enjoy creating positive experiences for customers, we would love to hear from you.

Benefits include:

• Be part of the company profit share scheme (9.33% of base salary achieved last year)
• Private mileage scheme and fuel card
• Let us help you prepare for your future with an employer pension contribution of up to 5%
• Annual leave, but you may want longer or less, so buy up to 5 days or sell up to 3 days per year
• Life Insurance, 3x your salary
• Access to the Lighthouse Construction Industry Charity to support your health and wellbeing, including free legal and financial advice.

Customer Liaison Officer role

• You will be the first point of contact for residents and our site teams, basing yourself in the community. An enthusiastic collaborator, you will also be a crucial part of the team responsible for communicating internally and externally on upcoming works, their progress, and their completion. An operational team of Contract Managers, Supervisors, and the Business Manager will support you.
• Be proactive in maintaining excellent relationships with residents via all forms of communication, ensuring all complaints and concerns are fully understood, addressed and resolved efficiently. Being solution focused, you will play a key part in the success of the delivery of the contract.
• Maintain electronic records appropriately, producing and updating reports detailing customer satisfaction and progress levels for the contract performance. Being inquisitive, you will be keen to analyse data regularly to identify any trends and patterns to determine appropriate action.
• Build positive and engaged relationships internally, with relevant teams, to ensure all works are completed within agreed time, cost, and quality constraints to the client's satisfaction.
• Solution focused, you will work to resolve problems and complaints, consulting with all parties involved positively and honestly, always considering the contract deliverables.
• Collaborate with the operational team and customers to fulfil our Social Value Commitments.

What will you bring as a Customer Liaison Officer?

• Excellent communication and customer service skills with the ability to be approachable, open, honest, and firm where appropriate.
• You may have experience as a Customer Liaison Officer/Resident Liaison Officer/Tenant Liaison Officerfor a property services contractor, but it's not essential. However, similar backgrounds with transferrable customer service skills will be considered.
• Strong organisational skills with the ability to prioritise and react quickly to issues as they arise whilst seeing them through to completion and resolution. You will have autonomy over your own diary. Therefore, you will enjoy being able to plan your own workload and work between the site and the office.
• Excellent IT skills, including Microsoft (Word and Outlook)

About Ian Williams Ltd:

Discover more, not just from our website but through our Facebook, LinkedIn, Indeed and Glassdoor pages.

We reserve the right to shortlist prior to the closing date based on application volumes.

Ian Williams is committed to creating a diverse environment and is proud to be an equal opportunity employer. Diversity is more than a commitment at Ian Williams-it is the foundation of what we do. We are fully focused on equality and believe deeply in diversity of race, gender, sexual orientation, religion, ethnicity, and all other characteristics that make us different.

Ian Williams Ltd will use applicants' details for recruitment purposes only. For more information, please read our Candidate Privacy Notice located at our website.

We are delighted to have strong relationships with our preferred agencies, therefore we politely request no agencies engage with us in regards to this position.