Customer Liaison Officer

We're on the lookout for an enthusiastic, proactive, and customer-focused Customer Liaison Officer to join our Building Safety Team on a 12-month fixed-term contract.

This is more than just a communication role. You'll be at the heart of two major fire safety remediation projects across two of our residential blocks in Leeds, helping customers feel informed, supported and reassured while essential works take place in and around their homes.

If you're someone who enjoys meeting new people, building trusted relationships and being out and about rather than behind a desk, this could be the perfect opportunity for you.

As our Customer Liaison Officer, you'll be the friendly face and trusted point of contact throughout the delivery of important fire safety works and external cladding improvements.

You'll spend much of your time speaking directly with customers, visiting them in their homes, listening to their concerns, answering questions, and helping them understand what to expect as work progresses. Whether you're supporting a vulnerable customer, attending resident meetings, or providing updates on planned works, you'll play a vital role in ensuring every customer feels heard, valued and supported.

Working closely with colleagues, contractors and project teams, you'll:

• Build strong relationships with customers and residents throughout the duration of the works.
• Carry out home visits and regular face-to-face engagement with customers.
• Communicate upcoming works clearly and confidently, helping to manage expectations and reduce disruption.
• Provide tailored support to customers, particularly those who may need extra assistance.
• Develop engaging and accessible communications, guidance and information materials.
• Gather customer feedback and insights to help shape future projects and improve our services.
• Share project successes and help tell the story of the positive difference these safety improvements are making.

This is a fantastic opportunity for someone who enjoys balancing customer service, communication and community engagement while contributing to projects that make homes safer and better for our customers.

We're looking for someone who genuinely enjoys working with people and is passionate about delivering outstanding customer experiences.

You'll be comfortable approaching new conversations, building rapport quickly and supporting customers through periods of change. You won't mind picking up the phone, attending meetings, or spending time visiting customers in their homes while work is taking place.

You’ll also bring:

• Experience in customer engagement, resident liaison, customer service or a similar people-focused role.
• Ideally, experience within housing, construction, property, regeneration, asset investment or a related environment.
• Excellent communication and relationship-building skills.
• Confidence dealing with a wide range of people and situations with empathy and professionalism.
• The ability to gather feedback, identify trends and turn insight into action.
• Strong organisational skills and the ability to manage multiple priorities.
• A proactive, positive and solutions-focused approach.
• A willingness to travel across Yorkshire and undertake regular customer home visits.
• A commitment to Yorkshire Housing's values and our mission to help people have a place they're proud to call home.

Most importantly, we're looking for someone who cares about people, enjoys being visible in our communities, and wants to make a genuine difference to customers throughout these important improvement works.

Check out the attached Role Profile for a detailed look at the role and requirements

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