Resident Liaison Officer/Contract Liaison Officer

Novus Property Solutions; Wrexham; On-site; GBP 26,000 - 34,000; Full time

Benefits offered by this job

27 Days Holiday + BH

Car Allowance or Fleet Van

Company pension scheme – up to 7.5%

Discounted Healthcare Scheme

Taste card

Job summary

Novus Property Solutions is seeking a Contract Liaison Officer to support site teams across Wrexham, North Shropshire and Ludlow. You will manage customer interactions, coordinate social value initiatives and ensure excellent service delivery on tenanted housing contracts.

The role requires flexibility for travel and hours, IT proficiency, and a valid UK driving licence. You will be DBS checked and encouraged to develop through ongoing training and client-facing responsibilities.

Qualifications

• Previous work experience as Contract/Resident/Tenant Liaison Officer is essential.
• Proficient IT skills and full UK driving licence required.
• Flexibility for hours and travel; DBS check will be completed.

Responsibilities

• Act as liaison between customers, clients and wider community.
• Deliver and manage social value and customer service commitments.
• Lead on contractual community, skills and employment initiatives.
• Handle enquiries/issues from works delivered by site teams and sub-contractors.
• Be the voice and face at contract and site level with effective communication.
• Establish an effective communications system to keep site teams informed.
• Coordinate distribution and reporting on upcoming/current works and commitments.
• Carry out face-to-face site visits with clients, offering colour choices and measurements.
• Address complaints constructively and resolve concerns.
• Generate technical instructions/site notes and maintain admin records.
• Identify case studies showing social value impact for tenders.
• Promote good news and initiatives with Marketing.

Skills

Communication skills

IT skills

Driving Licence

Customer service

Tools

MS Office

Internal systems

Job description

Contract Liaison Officer

Based: Wrexham office but site based, travelling around Wrexham, North Shropshire to Ludlow. Typically working 37.5 hours, 8.30am – 5.00pm.

Our Contract Liaison Officers sit at the core and heart of everything we do. Ensuring that our teams are working effectively and because of your great communication and relationship building skills our customers are happy. This is a great time to join as we have won additional works from new client on a long term framework agreement.

Your experience in a customer-facing environment, along with ongoing training and development, will give you the ability to solve problems and meet deadlines along with the knowledge that what you are doing matters and positively impacts your customers and communities. Working on tenanted social housing properties delivering kitchen, bathroom, aids and adaptions, window and door replacements, electrical and central heating upgrade works.

Fast paced and progressive, our people take responsibility and thrive in an environment where they are trusted; with a work/life balance that gives them the opportunity to feel motivated and satisfied at work and at home.

What’s in it for you?

• Attractive salary & benefits to suit you
• 27 Days Hols & BH – option to buy or sell holidays
• Company pension scheme – up to 7.5%
• Car Allowance or Fleet Van
• We also offer a; Discounted Healthcare Scheme, High street & lifestyle discounts including Taste card, a day paid volunteering per year, length of service awards, and more.

An outline of your responsibility

• Responsible for supporting site or contract with liaison between customers, clients and wider community
• Delivering and managing Social Value and an excellent Customers Service are key parts of the overall service Novus provide to our clients, with a passion to go the ‘extra mile’
• Lead on delivering all added value contractual commitments including planning and diarising community, skills and employment initiatives, keeping these in line with the Social Value Act
• Dealing with enquiries/issues relating to varying works delivered by our site teams and sub-contractors. You will act as the ‘voice and face’ at a contract and site level, demonstrating experience of delivering social value and a customer focused service in what can be a demanding public facing environment
• Establish an effective communications system to keep all the site team informed whilst maintaining good relationships with the customers and Novus team
• Coordinate the distribution and maintain information regarding upcoming and current works and contractual commitment along with any relevant reporting required.
• Carry out face to face site visits with client and customers through the whole customer journey, offering colour choices for bathroom flooring, tiles, paint etc, sketching designs and measuring
• Dealing with complaints and resolving concerns in a positive manner
• Initiate/generate technical instructions, site notes and other site observations through excellent administration skills and good knowledge of MS Office/internal systems
• Identify possible case studies showing excellent Customer Service and Social Value impact to clients and for use in tendering new contracts
• Promote all good news stories and all initiatives with Marketing, ensuring we capture the good work we do

About You

Previous work experience as a Contract/Resident/Tenant Liaison Office is essential and communication is key along with confident presentation skills. Your ability to be proficient in IT is also essential to fulfil and develop the role. Flexibility is essential with regards to hours and travel. The role requires you to hold a Full UK Driving Licence check will be completed. The role will require a DBS check to be completed.

A Little Bit About Us

Novus Property Solutions is a dynamic, award-winning property maintenance, refurbishment, compliance, and decarbonisation specialist with more than 700 colleagues in 19 locations across Great Britain, providing a combination of local knowledge and national strength. We are a social and environmentally responsible family-owned business with a rich 129-year heritage, delivering a range of bespoke services and solutions to a wide variety of clients.

At Novus Property Solutions we value people, and we are committed to building an inclusive and diverse workplace that enables our people to bring their full selves to work. We understand for many reasons, that people very rarely meet all the criteria laid out in the job advert, so, we encourage you to apply to the role even if you do not meet all the criteria or hold all the qualifications. You may be just who we are looking for to join our award-winning Property Maintenance company in this, or another role.