Due to our continued growth and success here at Fortem, we have a permanent opportunity for a skilled Customer Liaison Officer to become a pivotal part of our Orbit Housing and Birmingham Planned works team.
You will be predominantly based across sites in south Birmingham, with travel to attend meetings at the Orbit Housing offices based in Stratford upon Avon. Therefore, travel is essential.
This full-time role will suit candidates who promote continuous improvements and enhance customer and client satisfaction. As a Customer Liaison Officer, you will collaborate closely with tenants, providing invaluable support to our Site Team to ensure seamless project delivery and heightened customer experiences.
Core Hours are Mon-Fri 8.00am-4.30pm
The Customer
Fortem’s contract with Orbit Housing covers over 17,000 properties across Stratford-upon-Avon, Leamington Spa, Coventry, Nuneaton, Northampton, Milton Keynes, and Bedford. We have multiple workstreams, including Repairs & Maintenance, Voids, Capital Works, and Re-Roofing, plus Birmingham City Council Planned works.
We’re proud to say we’re the most recent winners of branch of the year here at Fortem, one of the reasons being our excellent internal progression opportunities due to growth within the contract.
Duties and Responsibilities
Working on the delivery of various Social Housing projects, you will play a key role in resident and community engagement initiatives and communications, liaising with customers and residents to ensure a clear understanding of the nature and scope of works happening.
You will coordinate access arrangements as necessary, ensuring any issues or concerns are resolved quickly and effectively, in order for works to be completed to schedule.
What you will need
The Customer Liaison Officer will meet the following requirements:
Essential Criteria:
1. Previous experience of working in a customer-facing environment
2. Ability to deal with sensitive situations
3. Resilience and strong negotiation skills
4. Proficiency in Microsoft Office
5. Full UK Driving Licence (Max 5 points)
Desirable Criteria:
1. Previous undertaking of a similar role
2. Awareness of diversity issues
Fortem embraces diversity in the workplace and encourages applications from all sectors of the community.
• Competitive Salary with MEA Car allowance of £3,000 per annum
• 25 days annual leave + bank holidays & your birthday off* (34 days total)
• Pay review every year & Eligible for Bonus
• 26 weeks full pay maternity leave
• 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
• Other benefits including Private pension, Life Insurance, dental care, private healthcare, cycle-to-work scheme, mobile phone provider discounts & more
Who we are
We are part of the Willmott Dixon group, established in 2002. Fortem provides specialist property solutions tailored to keep homes and buildings running smoothly. Our highly trained teams deliver a range of internal and external repairs as well as high-quality voids, planned installations, and gas services.
Alongside our core functions, we have extensive experience in decarbonisation, specialising in making homes more energy-efficient and helping clients on their journey to become zero carbon.
Our experience, commitment to best practice and exemplary quality, together with a genuine partnered approach, ensures we achieve excellent outcomes for our partners, clients, and customers. We have an established track record of improving communities and creating better places for people to work and live.
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 CVs from agencies. If speculative CVs are sent, no fee will be applicable.
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