Resident Experience Liaison Officer (Social Housing)

Fortem; Grimsby; Hybrid; GBP 21,000 - 32,000; Full time

Benefits offered by this job

Competitive salary with discretionary,

Motor Expenditure Allowance (£4,000)

Company car option

25 days annual leave + bank holidays +

Sick pay

Maternity/Paternity leave

Private healthcare and dental care

Cycle to work scheme

Training and Learning Management

Retail and mobile discounts

Job summary

Fortem is hiring a Customer Liaison Officer to serve as the crucial link between residents, site teams and client partners in Grimsby. The role focuses on informing residents, addressing concerns and delivering a positive customer experience throughout capital improvement works.

The successful candidate will coordinate access, visit homes, and support handovers, with travel to Boston on occasion. Core hours are 8am–4:30pm, Monday to Friday, salary and benefits reflect the social housing sector.

Qualifications

• Experience in a customer-facing role.
• Excellent communication and interpersonal skills.
• Ability to manage sensitive or challenging situations.
• Resilience, good judgement, negotiation and problem-solving.
• Strong organisation and attention to detail.
• Proficiency in Microsoft Office.
• Valid UK driving licence.

Responsibilities

• Be the key link between residents, site teams and client partners to ensure residents are informed and supported throughout improvements to their homes.
• Coordinate access arrangements and communicate clearly before, during and after works.
• Build positive relationships with residents and understand individual needs to deliver a positive customer experience.
• Work with site teams to minimise disruption and support vulnerable customers.
• Assist with handovers at completion and help resolve concerns to ensure a smooth journey for residents.
• Travel to worksites (Grimsby, with occasional travel to Boston) as part of duties.

Skills

Customer-facing experience

Excellent communication

Interpersonal skills

Empathy and sensitivity

Negotiation and problem-solving

Resilience and judgement

Organisation and attention to detail

Microsoft Office

UK driving licence

Tools

Microsoft Office

Job description

Fortem is hiring a Customer Liaison Officer to serve as the crucial link between residents, site teams and client partners in Grimsby. The role focuses on informing residents, addressing concerns and delivering a positive customer experience throughout capital improvement works.

The successful candidate will coordinate access, visit homes, and support handovers, with travel to Boston on occasion. Core hours are 8am–4:30pm, Monday to Friday, salary and benefits reflect the social housing sector.