Senior Customer Liaison Officer

The Company

Our client was founded over 20 years ago and offer bespoke property solutions aimed at ensuring the efficient operation of residential and commercial buildings. They provide a range of planned and reactionary services including internal and external repairs, energy upgrades, gas-related services and planned installations. They have received numerous awards, ranging from recognition for innovative services to sustainability and take pride in celebrating the accomplishments of their team members.



The Project

As a highly skilled Senior Customer Liaison Officer, you will be working across a number of social housing sites in the Birmingham area, aligning the divisions processes and procedures with a more well-established business unit within the wider company. You will be managing a team of up to 10 people, providing them with guidance and support throughout. Within this position, it is required to have the ability to lead, strategize and ensure a positive outcome.

Requirements

It is also essential that you hold the experience below;

* Previously managed a small team successfully
* Full drivers' licence
* Knowledgeable of relevant regulations and standards
* Strong communicator and skilled at building relationships
* NVQ in Customer Care or Customer Service (preferred but not essential)
* Previous experience in a similar role or within the housing / social housing sector with strong industry knowledge



The Role

* Job Title: Senior Customer Liaison Officer
* Job Type: Permanent
* Project: Planned Maintenance Works to Social Housing, Birmingham
* Reporting to: Customer Care Manager

Duties

* Minimising and managing complaints
* Coordinating the access of trades people
* Update trackers with customer information
* Liaise with customers to discuss their needs
* Ensure consistency and adherence to service standards
* Handle escalated or complex customer inquiries and issues
* Lead and manage a team of customer service professionals
* Share customer insights and feedback across the organization
* Monitor the improvements and performance of customer service teams
* Provide guidance, training, and support to ensure a high level of service delivery
* Analyze customer feedback and surveys to identify trends and areas for improvement
* Contribute to the development and implementation of strategic plans for customer service
* Implement effective solutions to establish client satisfaction, efficiency and effectiveness
* Responsible for keeping lines of communication open between all parties to ensure the smooth running of the works
* Named point of contact between tenants and contractors, providing regular updates to both parties and managing expectations



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