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£38,654 - £40,688
The safety of our customers, and therefore building safety, is our number one priority. This role will work across our diverse geographical area & portfolio of apartment buildings and customer groups to ensure we take a coherent and co-ordinated approach to building safety at a time when expectations are rightly increasing.
The Customer Liaison Lead will support the Senior Operations Manager in the operational delivery of a business-critical service to ensure that customers’ expectations are exceeded.
The Customer Liaison Lead will oversee all customer and internal and external stakeholder communications for a portfolio of apartment buildings undergoing building safety remediation works across a broad geographical area. They will play a key operational role in supporting the Senior Operations Manager, Project Managers and Commercial Managers to ensure that the customer is at the centre of every building safety decision and that there is a customer-centered approach throughout each remediation project.
Key Responsibilities and Outcomes
1. Manage a team to deliver excellent service to our customers.
2. Manage a team that leads on communications with customers in relation to the building safety intrusive survey process and remedial works programmes.
3. Act as point of contact with Customer Services and other Directorates to manage and resolve customer enquiries and support the surveyors in delivery of works on site.
4. Manage the internal and external communication in relation to the sites you are working on.
5. Produce monthly updates for each site you are supervising.
6. Take ownership of customer complaints and enquiries and respond to them in a timely manner.
7. Assist the Senior Operations Manager to continuously review and improve current processes to improve service delivery and customer satisfaction.
8. When required, work unsociable hours to attend evening meetings with customers.
Required Experience:
1. Experience managing the delivery of a customer-facing service.
2. Strong communication and presentation skills.
3. Good understanding of tenancy and leasehold management and the section 20 process.
4. Ability to maintain attention to detail in a busy environment.
5. Experience of providing a high level of customer service.
6. Confident and experienced collaborator.
7. Natural problem-solving skills.
8. Very strong ICT capability, including EXCEL, WORD, etc.
9. Analytical approach to work.
10. Experience of developing better ways of working.
Please note: we do not currently offer visa sponsorship.
What’s in it for you?
* 28 days annual leave plus 8 bank holidays (pro rata for part time) per year.
* 2 volunteering days per year for things like helping out in local communities.
* An additional ‘Beliefs day’ once a year to have an extra day off.
* Supported family-friendly approach with extended parental leave.
* Enhanced pension with matched contributions of up to 9%.
* Option to buy or sell up to 5 days annual leave per year.
* Life assurance cover 3 x your salary.
* Hybrid Working - Dependent on job role and department.
* Health cash plan scheme for your everyday healthcare needs.
* Tenancy deposit – interest-free loan to help with rental deposits and season ticket loan.
* Access to extensive learning and training opportunities.
* Colleague virtual social platform with our workplace pages.
* Career progression across the organisation with our mentoring/coaching programmes.
* Employee Assistance Programme - We are committed to the wellbeing of our colleagues.
About Us
We are committed to developing and implementing sustainability initiatives to reduce environmental impact and promote sustainable practices within MTVH.
Here at Metropolitan Thames Valley Housing (MTVH), we want to capture the value that difference brings and are committed to promoting equality, diversity, and inclusion. We work collaboratively ‘Serving people better every day’ to educate, support and develop all of our diverse employees and the communities that we serve.
We reserve the right to close this vacancy early if a suitable candidate is found, so we do encourage you to complete the application as soon as possible to avoid disappointment.
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