Customer Liaison Officer

The Role

Due to our continued success here at Fortem, we are excited to announce an opportunity for a Customer Liaison Officer to become a pivotal part of our Stoke and Chester operations.

This is a permanent role with travel across Chester and Stoke regions. The core working hours are Monday to Friday 8am-4:30pm.

The Customer

We are proud to advertise this will be working on the Sanctuary (Stoke and Chester) contract to deliver retrofit and capital works housing refurbishment programmes.

Duties and Responsibilities

Customer Liaison Officer duties and responsibilities include:

• Lead resident and community engagement initiatives, building strong relationships with local communities.
• Deliver clear and effective communications to customers and residents about the nature and scope of works.
• Act as the main point of contact for residents, addressing enquiries and concerns professionally and empathetically.
• Coordinate access arrangements to ensure works are delivered smoothly and on schedule.
• Resolve access-related or resident issues promptly, escalating where necessary to ensure timely solutions.
• Maintain accurate records of communications, access arrangements, and issue resolutions for project documentation.
• You will be the first port of call for the tenants supporting them through their planned and retrofit refurbishment work
• You will be working within a friendly, established and supportive team

What You Will Need

Essential criteria:

• Previous experience of working in a customer facing role
• Ability to deal with sensitive situations
• Resilience and strong negotiation skills
• Proficiency in Microsoft Office
• Full Driving Licence
• A strong customer service background

Desirable criteria:

• Experience of working within the Social Housing sector
• Customer Liaison or Tenant Liaison experience (not essential).

Benefits

Customer Liaison Officer benefits:

• Competitive salary with discretionary bonus
• Motor Expenditure Allowance (£4,000) or company car
• Option to opt into salary sacrifice car lease scheme
• 25 days annual leave + bank holidays + your birthday off (34 days total)
• Sick pay
• 26 weeks full pay maternity leave
• Annual pay reviews
• 8 weeks full pay paternity leave
• Discounted gym memberships at national and local gyms
• Up to £3,000 colleague referral fee
• Vast directory of training on bespoke in-house Learning Management System
• Private healthcare and dental care
• Cycle to work scheme
• Retail and mobile phone provider discounts

Who We Are

Fortem are Social Housing property experts. It is our sole focus, and the only sector we have worked in since inception in 2002. We successfully deliver works across three workstreams – Repairs & Maintenance, Capital Works and Retrofit. Our mission is to raise the bar in Social Housing and help our clients provide safe, warm and decent homes for people to live in - because Every Home Matters.

We are a Willmott Dixon Group Company. As such, we benefit from the credibility and recognition associated with a large and long-established brand – whilst as a standalone business within the Group, we maintain the flexibility to adapt our services to meet the unique challenges of the social housing marketplace.

Our success is due to our people. They are passionate, committed and care about what we deliver for our clients and partners and residents. We take pride in developing our employees and supporting them to achieve their potential. For us, a sustainable future is about ensuring we continue to develop our people for our future needs and recruiting the right talent. Our culture, built around Courage, Care and Respect, ensures that we always deliver not only the job done but, most importantly, the job done in the right way.

We are Investors in People - Gold, we believe in equality, diversity and respect for all and encourage applications from all sectors of the community.

Please apply with your updated CV or contact us at the Recruitment team.

Note for Recruitment Agencies: We have an agreed PSL, we do not accept speculative CV’s from agencies. If speculative CVs are sent, no fee will be applicable.

Job Reference: FOR04886