Customer Liaison Officer; Complaints

Hybrid (2 days in office, 3 days remote working)

Up to £25,500

Would you like to join Hyde as a Customer Liaison Officer?

As a Customer Liaison Officer you’ll be the first point of contact for customers raising complaints or queries, ensuring every case is handled professionally, efficiently and in line with our service standards.

• Receive, investigate and resolve complaints from phone, email, web and social media.
• Support customers in diagnosing repairs and arrange suitable appointments.
• Liaise with internal teams and contractors to secure early resolution and prevent repeat issues.
• Maintain accurate case records in Hyde’s CRM, ensuring timely updates and data integrity.
• Provide clear, professional communication via phone, email and letter.
• Carry out administrative tasks to support the wider service.

• Strong communication skills and a calm, empathetic approach.
• Confidence in handling complaints and resolving issues quickly.
• Ability to work collaboratively and build trust with customers and colleagues.
• Good IT skills, including CRM systems and Microsoft Office.
• A commitment to delivering excellent customer service every time.

We own and manage 125,000 homes and are driven by a strong social purpose—creating safe, affordable homes and thriving communities. We are committed to providing safe, sustainable homes for our customers. You’ll be part of a collaborative and professional team where your work will directly contribute to safer neighbourhoods and improved customer outcomes.

• Life assurance
• Flexible benefits platform

Equity, diversity and inclusion are central to life ’re committed to creating a truly inclusive workplace where everyone feels respected, valued and able to be themselves. Our aim is to have a workforce that reflects the diversity of the customers and communities we serve, ensuring that different perspectives are represented in decision-making, service delivery, and the way we shape our organisation.

As a Disability Confident Employer, we’re happy to provide reasonable adjustments throughout the recruitment process and in the workplace.

Please note:

candidates will be required to complete an online psychometric assessment prior to interview. We reserve the right to close this advert early if a suitable candidate is identified.