Customer Liaison Officer - Compliance

Torus Group; Saint Helens (OR); On-site; USD 35,000 - 51,000; Full time

Job summary

Torus Group seeks a professional Customer Liaison Officer (Compliance) to join its Assets team. You will work in the field with tenants, residents, contractors and Torus colleagues to support effective compliance workstreams across the property portfolio, while maintaining accurate records and assisting with case management.

You will travel across Liverpool, St Helens and Warrington, attend a weekly team day at St Helens Central office, and manage your diary to meet service priorities and

Qualifications

• Relevant customer service experience within social housing, property, maintenance or compliance.
• Strong communication and people skills with ability to manage conversations.
• Experience coordinating appointments and customer communications.
• Experience managing cases and updating business systems.
• Good IT skills including Microsoft Office and digital case management systems.
• Knowledge of housing management legislation and safeguarding responsibilities.
• Willingness to travel across Liverpool, St Helens and Warrington for work.

Responsibilities

• Provide site-based liaison with tenants, residents, contractors and stakeholders to support compliance servicing programmes.
• Assist with customer issues and access arrangements to reduce no-access events.
• Visit residents to support access for compliance visits and works.
• Keep customers informed on progress of works that affect them.
• Download and review programme reports and manage activity in allocated areas.
• Update and maintain systems with visits, communications and information.
• Progress cases per agreed processes and escalate as required.
• Work with field teams to support delivery of contractual requirements.
• Record and respond to customer enquiries promptly.
• Prepare customer letters and provide general administrative support.
• Build relationships with internal and external stakeholders based on trust.
• Travel across Liverpool, St Helens and Warrington to support delivery of compliance workstreams.

Skills

Communication skills

People skills

Coordination of appointments

Case management

IT literacy

Education

NVQ Level 2 in customer care

GCSE English and Maths

Full UK driving licence

Tools

QL housing management system

Digital case management systems

Job description

We are looking for a professional and proactive Customer Liaison Officer (Compliance)to join our Assets team. As a key member of the service, you will work closely with tenants, residents, contractors and Torus colleagues to support the effective delivery of compliance workstreams across our property portfolio.

Working primarily in the field, you will engage directly with residents to support access for compliance programmes, assist with customer-related issues and provide updates on the progress of works. You will also play an important role in case management, maintaining accurate records and working with internal teams to help ensure compliance servicing programmes are delivered within target whilst supporting a positive customer experience.

Working collaboratively with colleagues and stakeholders, you will help reduce no-access events and missed appointments, support contractual delivery requirements and contribute to a positive customer experience throughout the lifecycle of compliance programmes.

Working arrangements:

This is a predominantly site-based role, with the majority of your time spent travelling across Liverpool, St Helens and Warrington. You will attend a weekly team day at our St Helens Central office each Tuesday and travel to other Torus office locations as required in line with business needs. You'll have flexibility to manage your own diary and workload, while ensuring service priorities and operational requirements are met.

What you'll be doing:

• Provide site-based liaison with tenants, residents, contractors and stakeholders to support the effective delivery of compliance servicing programmes.
• Assist with customer-related issues throughout the programme process, supporting access arrangements and appointments to reduce no-access events and missed appointments.
• Visit residents in their homes to support access for compliance-related visits and works.
• Keep customers informed on the progress of works that have a direct impact on them.
• Download and review programme reports and manage activity within allocated areas.
• Update, monitor and maintain organisational systems to reflect visits, customer communications and information updates.
• Ensure customer information is accurate and maintained across relevant systems.
• Manage and progress cases in line with agreed processes, escalating matters and working alongside Neighbourhood Officers where required.
• Work with field and work planning teams to support the delivery of contractual requirements.
• Record and respond to customer enquiries promptly.
• Prepare customer letters and correspondence and provide general administrative support.
• Build strong relationships with internal and external stakeholders based on trust, mutual respect and understanding.
• Work flexibly across Liverpool, St Helens and Warrington to support the effective delivery of compliance workstreams, attending offices and sites as required in line with business needs.
• Work collaboratively with colleagues to support operational targets and deliver a seamless service for customers.
• Comply with relevant policies, procedures, legislation and health and safety requirements.

What we're looking for:

• Relevant customer service experience, ideally within social housing, property, maintenance, construction or compliance services.
• Strong communication and people skills, with the ability to build positive relationships, manage challenging conversations and influence positive outcomes.
• Experience coordinating appointments, customer communications, access arrangements or similar customer-facing activities.
• Experience managing cases, maintaining accurate records and updating business systems.
• Good IT skills, including Microsoft Office and digital case management systems. Experience using QL or a similar housing management system would be beneficial.
• Knowledge of gas and electrical compliance, along with housing management and maintenance legislation and good practice.
• A flexible, proactive and resilient approach, with the ability to prioritise workloads, adapt to changing demands and work effectively with a range of stakeholders.
• Awareness of safeguarding responsibilities and how to respond appropriately to concerns.
• NVQ Level 2 or above in a customer care-related discipline (or equivalent experience), or willingness to work towards this qualification. Successful candidates who do not already hold a relevant qualification will be supported to complete this following successful completion of their probationary period.
• GCSEs (or equivalent) in English and Maths.
• A full UK driving licence and access to a vehicle with a valid MOT and business use insurance, together with the ability to travel regularly and work flexibly across Liverpool, St Helens and Warrington in line with business needs.

Shortlisted candidates will be invited to attend an in-person competency-based interview at our St Helens Central Office on Thursday 12th November 2026. The interview will provide an opportunity for you to demonstrate how your skills, experience and approach align with the requirements of the role, drawing on examples from your previous experience.

Additional Information:

• Right to work verification.
• Qualification certificate check (where applicable).
• Two satisfactory references.
• DBS check if applicable (Standard/Enhanced).
• Completion of all new starter documentation, including signed terms and conditions.

Please note, we reserve the right to close this advert early if we receive a sufficient number of applications.