Customer Liaison Officer

TN United Kingdom; Birmingham; On-site; GBP 40,000 - 60,000

Job description

Due to our continued growth, we are delighted to confirm that we are currently seeking an experienced and dynamic Customer Liaison Officer to join Fortem, based in Birmingham with travel across the south of the city.

The Customer Liaison Officer will work on a full-time basis and will be accountable for the delivery and continuous improvement of customer and client satisfaction levels, supporting the delivery of a large capital works programme, where we will be responsible for enhancements to properties, including: Bathrooms, Kitchens, and Roofs, which will involve engaging with tenants and offering support to the Site Team in their duties.

The Customer Liaison Officer will play a key role in resident and community engagement and communication, liaising with customers and residents to ensure a clear understanding of the nature and scope of works happening. Coordinating access arrangements as necessary, ensuring any issues or concerns are resolved quickly and effectively, for works to be completed to schedule.

The Project

Key duties and responsibilities:

1. Ensure all forms of communication are created, implemented, and understood by all links in the communication chain, ie office, site and client. This could be letters, calls, newsletters etc.
2. Full compliance with the Health and Safety at Work Act and Fortem’s processes and procedures.
3. Notify customers of the intended start dates for the work and update the customers accordingly.
4. Manage tenant’s expectations by ensuring they understand the nature and scope of works, the likely extent of disruption during the works and the mutual obligations of themselves and the contractor before, during and after the works, by undertaking a resident induction visit.
5. Ensure you visit/contact customers daily.
6. Deal with any issues/complaints on behalf of the customers, resolving them in order to stop complaints being registered in accordance with company standards.
7. Ensure site supervisor is aware of any customer requirements/issues, and update and coordinate responses accordingly.
8. Identify diversity issues relating to tenants & neighbours affected by the work and liaise with colleagues to ensure these issues are properly considered during the planning and execution of works.
9. Secure feedback from all tenants affected by the work in the form of a satisfaction questionnaire when the work is completed.

Essential and Desirable Criteria

The successful candidate will meet the following criteria:

Essential Criteria:

1. Previous experience of working in a customer-facing environment – ideally within construction.
2. Ability to deal with sensitive situations.
3. Resilience and strong negotiation skills.
4. Full Driving Licence.
5. Proficiency in Microsoft Office.

Desirable Criteria:

1. Previous undertaking of a similar role.
2. Awareness of diversity issues.
3. Comfortable working in a site environment and carrying out visits inside residents’ homes.

Fortem embraces diversity in the workplace and encourages applications from all sectors of the community.

Personal Qualities

At Fortem we look for a balance of skills and experience but just as important to us are your values and behaviours. We are looking for people to join our team aligned to our values which are: loyal & united, honest & trustworthy, take responsibility, be proud, and listen & act. If you are passionate about what you deliver, and willing to go the extra mile then come and join our Fortem team, and become a great ambassador of our business.