Customer Resident Liaison Officer - GLA16243

GLASGOW CITY COUNCIL AND ARMS LENGTH ORGANISATION; Glasgow; On-site; GBP 23,000 - 29,000; Full time

Job summary

GLASGOW CITY COUNCIL AND ARMS LENGTH ORGANISATION is seeking a Customer Resident Liaison Officer for a fixed-term assignment of up to 6 months in Glasgow. The role focuses on delivering high-quality customer service to residents, customers and contractors, ensuring effective communication and minimal disruption during planned works.

You will coordinate with operations, manage enquiries, and uphold strong relationships with stakeholders while championing service excellence and continuous

Qualifications

• Proven customer service experience and administrative experience.
• Experience maintaining accurate records and managing correspondence.
• Experience using electronic systems effectively.
• Full UK Driving Licence is essential.

Responsibilities

• Serve as the primary contact between residents, customers, contractors and stakeholders to deliver excellent customer service.
• Keep customers informed of progress and respond to enquiries and concerns.
• Help ensure works are delivered efficiently with minimal disruption by coordinating with operational teams.
• Build and maintain positive relationships with customers, clients, partners and internal units to support service improvement.

Skills

Communication skills

Interpersonal skills

Organisational skills

Customer service

Job description

Company:

Company: GLASGOW CITY COUNCIL AND ARMS LENGTH ORGANISATION

City Building provides a range of repairs and maintenance, manufacturing, construction and refurbishment activities for Glasgow City Council and Wheatley Housing Group’s citizens and customers as well as other public, private and third sector organisations.

City Building operates both the largest construction craft apprenticeship programme in Scotland, and Royal Strathclyde Blindcraft Industries (RSBi), one of the largest supported manufacturing businesses in Europe, around 200 people, more than 50% of whom have a disability.

Our accreditations include, ISO45001, ISO 14001 and ISO 9001:2015. We currently hold Investors in Young People Platinum award, an award we are immensely proud of as it recognises our focus on investing in and growing a skilled staff base.

As a City Building employee, you’ll enjoy a competitive salary, excellent annual leave, and access to the Strathclyde Pension Fund. You will also benefit from wellbeing initiatives and discounted gym membership, supporting a positive and healthy work life balance.

About the Role

The Customer Resident Liaison Officer is the primary point of contact between residents, customers, contractors, and stakeholders, ensuring effective communication and delivering a high standard of customer service excellence throughout planned works.

Working closely with operational teams, the Customer Resident Liaison Officer will keep customers informed of progress, manage enquiries and concerns, and help ensure works are delivered efficiently with minimal disruption. This role involves building and maintaining positive relationships with customers, clients, partners and internal business units, supporting effective collaboration and contributing to continuous service improvement.

The successful candidate will demonstrate strong communication, interpersonal and organisational skills, with the ability to manage competing priorities in a fast-paced environment. As a key member of the team, the postholder will champion customer service excellence, taking ownership of customer issues along with promoting positive engagement with residents.

This position is fixed term for up to 6 months.

What You Will Bring

You will bring excellent communication and interpersonal skills, with the ability to build positive relationships and deliver outstanding customer service.

You will be organised and proactive, with the ability to manage a varied workload and contribute to service improvements. Adaptable and customer-focused, you will work collaboratively with colleagues to achieve team objectives while maintaining a commitment to continuous learning and delivering excellent outcomes.

You will have proven customer service and administrative experience, with a track record of maintaining accurate records, managing correspondence and using electronic systems effectively whilst delivering excellent customer service.

A Full UK Driving Licence is essential.

Please refer to the role profile for more information.