Customer Liaison Officer
What you’ll be doing
1. Completing pre-entry surveys and joint inspections with our contractors in advance of investment works, such as replacement windows, bathrooms and kitchens
2. Arranging consultation events with customers and contractors
3. Supporting customers by resolving complaints and responding to queries related to investment works in a well-coordinated, effective and responsive manner
4. Supporting the surveying team in the effective delivery of the planned maintenance works and being the main customer point of contact representing Great Places
5. Responding to customers through a range of media including phone, text, email, social media and webchat, promoting use of digital communication where possible
6. Supporting our customers’ needs and provide advice and guidance about appropriate services and referral routes, signposting to trusted partners agencies and service providers
7. To record information and update systems with survey data and ensure that all data is stored in accordance with GDPR
8. Attend and contribute to pre-contract and progress meetings
What you’ll need
9. Experience of working in a dynamic customer focussed environment, with a proven ability of delivering a high standard of customer service and a positive attitude towards resolving customer complaints and requirements
10. Competent using Office 365 (compiling letters / reports / small spreadsheets)
11. Excellent communication skills (written, verbal and at all levels)
12. Knowledge of social housing
13. Attention to detail
14. Good written and verbal communication
15. Experience and understanding of safeguarding
16. Great Places Housing Group is committed to safeguarding and promoting the welfare of children, young people and adults and expects all our colleagues to share this commitment; this role is subject to a basic DBS check
What we need from you
17. Ability to complete tasks in an accurate and timely manner when working under pressure
18. Effective liaison with contractors / other stakeholders to give information/find information/resolve problems
19. Organisation and good time management skills
20. Able to deliver a high standard of customer service
21. An understanding of the issues faced by people and families out of work or on low incomes
22. Flexible approach and a can do attitude
23. Proactive in identifying issues before they reach a complaint stage
24. Full driving license and use of a vehicle
25. Commitment to work in partnership with others for the benefit of Great Places.
26. Ability to work flexibly and when needed outside normal working hours to ensure service continuity.
27. A passion for customer service
28. You will be required to attend a number of face to face training sessions as well as virtual sessions and e-learning this part of your role is vital and of equal importance as the day to day aspects
29. A commitment to understand the challenges and opportunities that exist in the communities in which we work. We particularly value lived experience in social housing
30. A passion to advocate on behalf of people and communities
What we give you in return for your hard work and commitment
31. Pension | DC Scheme (up to 10% contribution from both colleague and Great Places)
32. WPA | Healthcare auto enrolled at no contribution level with £1250 of savings available- option to increase & add on family members
33. The Market Place | High street, restaurant & supermarket discounts, gym memberships, cycle to work, smart tech loans and much more
34. Annual Leave | Start at 26 days annual leave, increasing up to 30 days within 5 years+ Bank Holidays
35. Savings Club | You can put aside money each month for 11 months to help you save for that special something (pays out in Novembers salary)
36. Reward & Recognition | You Count Rewards are individual reward’s for going ‘above & beyond’
At Great Places we believe the wellbeing of our colleagues is vital to enable them to deliver to great services, all your benefits can be used inside and outside of work