Are you an experienced Customer Resolutions/ Liaison professional wanting to have an impact and shape future service delivery?

Do you put the customer at the heart of everything you do?

Our Property Care (PPC) team have an exciting opportunity for a Customer Liaison Officer to join our Responsive Repairs team. We are looking for a dedicated and diligent customer service professional who can put the needs of our customers first and live our Bring Your Best values everyday through their work.

What will you be doing as a Customer Liaison Officer?

You’ll be supporting a Service Manager responsible for Responsive Repairs Contractors and complex and complaint driven works across the group. You will provide support on customer complaint management providing a key point of contact, investigating, resolving, and responding to complaints whilst keeping the customer updated along the way.

We want someone who can maintain data and produce performance information and insights about complaints and collaborate with the service manager, work planner and the Multi-Skill Trades teams, to understand and help shape future service delivery. You’ll have a real chance to influence at all levels using evidence-based decisions.

Making sure our customer journey is of the highest standard you will promote Responsive Repairs best practice and help identify opportunities for continuous improvement. You’ll be recognising great customer service too and celebrating Bring Your Best behaviours in the team.

We want someone who can:

You will own it! With a strong technical knowledge of property repairs and maintenance – especially responsive - you will be passionate about delivering excellent customer service, taking ownership from start to end whilst championing our Bring Your Best values.

Some things we need from you

You will need to have demonstrable customer service experience and a track record in finding solutions that meet the needs of the customers; and have experience of dealing with more challenging problematic situations. Proven experience in a front-line customer complaints role is desirable.
Customer-focussed you must be passionate about delivering first rate customer service and willing to go the extra mile for customers.
Be self-motivated with the ability to work calmly under pressure and have a positive can- do attitude.
You will have great organisational skills with the aptitude to prioritise your workload to meet deadlines whilst managing competing priorities and demands.
With strong IT skills you’ll be able to manage data and coordinate cross-departmental information flow
Have the desire to collaborate with internal and external stakeholders to deliver the best outcomes for customers
And have excellent communication skills with the ability to work as a part of a team as well as using your own initiative
Working autonomously making pragmatic decisions involving colleagues as needed
Be an ambassador for both our client and our business
And to continuously strive to develop your technical knowledge of Responsive Repairs work

While this role is home based, you should have the ability to travel to Group offices as required. Our Group offices are in Birmingham Business Park and Central Park, Worcester, so ideally you will need to live close to these offices and be Midlands based. The role will require travel as required to visit site and customers so a valid driving licence will be essential, and you will need use of your own vehicle with mileage claimed in line with Travel Expenses policy.

This is a full time role working 40 hours a week Monday to Friday 08:00 - 16:30.

Part of Platform Housing Group, Platform Property Care is a well-established property maintenance business. Working with us is more than just a job. We value the contribution that our colleagues make to our business; our vision is clear – we are growing fast, and we aim to achieve our plan through an engaged and highly skilled team.

If this sounds like the place for you then we’d love to hear from you! Interested? To find out more please contact Taylor Robins, Service Manager, at taylor.robins@platformhg.com for a chat.

We do not require recruitment agency support at this time - all speculative CV’s will be treated as a direct application.

Join us and find your purpose at Platform!

Working with us is more than just a job, you will be joining an amazing organisation that values you and your contribution, and where you can truly make a difference and change people’s lives.

You will join the largest social housing association in the Midlands. We're much more than just houses; we build homes, strong communities, and make a real and positive difference to the lives of our customers.

We recognise the unique and individual needs of people, so if you are interested in this role but would like to explore a different way of working to the standard Monday to Friday, 9-5 approach, then please highlight this on your application or discuss it with us at the interview stage. After all, we want to attract the best people to work for us and we know that one size does not fit all.

Platform is a great place to work, we offer lots of opportunities for you to get involved, share ideas and shape what we do - from networking groups through to fun community and social events. This is an exciting time to join us, that will provide you with real exposure to the wider dynamics of a truly modern housing association that will play a major part in delivering our 5-year corporate strategy.

If we receive a high number of applications, this vacancy may expire prior to the closing date. Please apply early to avoid disappointment.

Platform Housing Group are committed to building a healthy, vibrant and inclusive organisation that treats people with respect and creates opportunities for all.

Platform Housing Group

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Customer Liaison Officer - Housing Repairs & Maintenance