Job Description
About the role
We currently have an exciting opportunity for a Customer Liaison Officer to join our team on a full time, permanent basis. This is a field-based role covering the Greater Manchester area.
You will be responsible for the successful delivery of an excellent residential management service to homeowner residents. Reporting to the Customer Liaison Manager, you will be part of a dedicated team of Customer Liaison Officers across Greater Manchester. Your key responsibility is to provide an accessible face-to-face service to homeowner residents in your designated area. You will work closely with other Guinness teams to get things done quickly and efficiently to achieve positive outcomes for both Guinness and our residents.
What we're looking for
We are a customer-focused organisation, so we know that how we do things is just as important as what we do. You'll not only be an experienced housing professional, but you will also have great customer service skills and a willingness to go the extra mile to get the job done.
Due to the location and nature of this role, you will need a full UK driving licence and access to your own car.
The main duties of this role include:
1. Implement and deliver an excellent residential management service for a patch of blocks and estates, being accountable to residents and other stakeholders for how their homes are managed, money is spent and the services they receive.
2. Manage any on-site management personnel, such as concierge or caretakers, embedding the highest levels of customer service, to ensure estates and buildings are managed to a high standard, and residents and other stakeholders receive an excellent customer experience.
3. Ensure regular inspections of communal areas, retained spaces and public realm so they are maintained to the highest standard and all health and safety regulations are met.
4. Ensure building maintenance systems are actively monitored, and any alerts are promptly acted upon.
5. Supervise and manage contracted services, such as cleaning, grounds maintenance, security services etc.
6. Ensure reactive repairs, asset compliance and planned maintenance are delivered to an excellent standard. Use expert support when necessary to determine faults and appraise solutions.
7. Work with Finance teams to prepare service charge estimates and year-end accounts, managing services within budget. Produce professional, customer-friendly commentary to explain how their charges are calculated, and money is spent.
8. Oversee major work projects in conjunction with other teams, and to lead on any necessary Section 20 consultation.
9. Ensure customers are protected through the monitoring of appropriate referrals and the reporting of safeguarding concerns.
10. Engage and coordinate across Guinness teams and external suppliers to achieve excellent outcomes for residents.
If you're interested in finding out more about the key responsibilities of the role and/or to ensure you meet the essential criteria, please review the attached role profile.
To be considered for an interview, you must provide a written statement which fully outlines your skills, knowledge, and experience in line with the essential criteria of this position. In addition to this, please enclose your CV.
About Us
The Guinness Partnership is one of the leading providers of affordable housing in England. We build and manage homes and provide housing services for around 140,000 customers nationwide. Our vision is to deliver great service, provide great homes, to be a great business and to be a great place to work. Because everything we do is about our customers, our communities and our people, any profit we make is re-invested in new and existing homes and improving services.
The Guinness Partnership is an equal opportunities employer. We are committed to equality of opportunity for all colleagues, and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.
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