Customer Liaison Officer

Closing date for completed applications: 21st January 11pm

Interviews will be held at our office in Sale, Greater Manchester on 29th January

Customer Liaison Role profile.docx

This is a fantastic position within the heart of the Direct Maintenance Team and the successful applicant will have an opportunity to play a part in delivering an exciting service to our residents.

The role will involve supporting a team of property surveyors and our contractors undertake responsive/ minor repair works, and communicating with other L&Q teams, customers and other business stake holders.

You will act as the ‘voice and face’ of the Trust, so demonstrable experience in delivering customer-focused services in a demanding public-facing environment is essential.

This is a role where you can truly support our residents and show your passion to go above and beyond. In this role you will be surrounded by a supportive department who have a strong team ethos. You will have control over your own caseload and be responsible for orchestrating a positive outcome for our customers.

You will have excellent written and verbal communication skills in order to deal with the various issues our diverse resident base will have. Therefore, it is essential that you’ve had experience in a customer service role and preferably with complaint handling.

You will work collaboratively with other departments across the Trust to ensure effective and efficient delivery of services to our customers, so highly developed relationship management or stakeholder engagement skills are essential to perform well in this role.

Your duties will include:

• Supporting a team of property surveyors in completion of their role and tasks
• Liaising and working closely with contractors, raising work orders, arranging and confirming appointments, chasing completion dates, ensuring inhouse records are kept updated.
• Managing and owning CRM and complaints relating to all aspect of repair works and associated tasks.
• Liaising with customers and other L&Q teams ensuring quires and complaints are delt with in a suitable timescale adhering to team SLA’s/ KPI’s
• Maintaining high quality records and notes on the system
• The processing of home improvement applications.
• Supporting the team in resolving disrepair claims, MP and councillor enquiries.
• Other team admin tasks

Skills and experience summary:

• Able to work in a fast-paced and high-pressured environment
• Excellent communication skills, verbal and written
• Excellent organisational skills
• Versatile and resilient
• Inquisitive and strong problem-solving skills
• Great customer service, empathy
• Strong time management and ability to work to timescales
• Self-starter with strong initiative
• Able to work within a team and work collaboratively with internal and external stakeholders

If you are motivated by making a difference and have the drive and tenacity to resolve issues, then apply without delay!

Our commitments:

At L&Q, people are at the heart of our business and our success depends on employing the best people and getting the best from them. This is why we are committed to developing our people. It's only by investing in a well-trained and motivated workforce that we can continue to prosper and sustain business success.

In addition to our support and training, the successful candidate will have access to our full suite of benefits including 28 days holiday rising to 31 days with length of service, excellent Pension scheme, an employee assistance programme and non-contributory life assurance.

We are committed to supporting your work-life balance and recognise the changing demands and circumstances in life. Please let us know during the recruitment process if you’re interested in part time working or job sharing. In addition, should your circumstances change once you have joined L&Q, you can also request flexible working arrangements, e.g. a change to working hours - if it’s feasible then we’ll make it happen.

We are recognised externally for our commitment to inclusion. We are a Stonewall Diversity Champion, a Disability Confident (Committed) employer and have signed the Time to Change Employer Pledge to demonstrate our commitment to end mental health discrimination in the workplace.

We expect all of our employees to support our environmental policy and social responsibility work. We are an employer committed to environmental and social responsibility.

L&Q is a regulated charitable housing association and one of the UK’s most successful independent social businesses. The L&Q Group houses around 250,000 people in more than 100,000 homes, primarily across London and the South East and the North West.

As a charitable organisation, our role goes beyond providing homes and housing services. We are a long-term partner in the neighbourhoods where we work. We hope to build aspiration, opportunity and confidence in our communities through our £250 million L&Q Foundation and our skills academy.

Our vision is that everyone has a quality home they can afford, and we combine our social purpose with commercial drive to create homes and neighbourhoods everyone can be proud of.