Customer Liaison Officer

Due to our continued growth and success here at Fortem, we have a new permanent opportunity for a skilled Customer Liaison Officer to become a pivotal part of our Orbit Housing Planned works team

You will be predominantly based across sites in Stratford upon Avon and surrounding areas Therefore, a car for travel is essential.

This role will suit candidates who promote continuous improvements, enhance customer and client satisfaction which will involve strong customer complaint handling.

As a Customer Liaison Officer, you will collaborate closely with tenants, providing invaluable support to our Site Team to ensure seamless project delivery and heightened customer experiences.

Full time Hours are Monday-Friday 8.00am-4.30pm

Fortem’s contract with Orbit Housing covers over 17,000 properties across Stratford-upon-Avon, Leamington Spa, Coventry, Nuneaton, Northampton, Milton Keynes and Bedford. We have multiple work streams, including Repairs & Maintenance, Voids, Capital Works and Re-Roofing.

We are currently rated as 4.5 on Glassdoor and 93% of staff would recommend to a friend!

Working on the delivery various Social Housing projects, you will play a key role in resident and community engagement initiatives and communications, liaising with customers and residents to ensure a clear understanding of the nature and scope of works happening.

You will coordinate access arrangements as necessary, ensuring any issues or concerns are resolved quickly and effectively, in order for works to be completed to schedule

You will use MS Excel for updating notes and information for the team accurately

Essential Criteria:

• Previous experience of working in a customer facing environment with complaint handling expertise
• Ability to deal with sensitive situations
• Resilience and strong negotiation skills
• Proficiency in Microsoft Office including Excel spreadsheets
• Full UK Driving Licence (Max 5 points)

Desirable Criteria:

• Previous undertaking of a similar role
• Awareness of diversity issues

• Competitive Annual Salary
• We provide MEA Car Allowance at £4,000 per annum
• Eligible for company performance bonus which is up to 10% of base salary per annum
• 25 days annual leave + bank holidays & your birthday off* (34 days total)
• Pay review every year
• 26 weeks full pay maternity leave
• 8 weeks full pay paternity leave
• Discounted gym memberships at national and local gyms
• Up to £3,000 colleague referral fee
• Vast directory of training on bespoke in-house Learning Management System/Fortem Advance schemes available for career progression
• 24/7 access to GP appointment for you and your immediate family from Day 1
• Private pension employer contribution 3-6% of your base salary into your pension pot
• Life Insurance, dental care, private healthcare insurance and eye care vouchers
• Cycle-to-work scheme, mobile phone provider shopping discounts & more

Fortem are Social Housing property experts. It is our sole focus, and the only sector we have worked in since inception in 2002. We successfully deliver works across three work streams – Repairs & Maintenance, Capital Works and Retrofit. Our mission is to raise the bar in Social Housing and help our clients provide safe, warm and decent homes for people to live in - because Every Home Matters.

We are a Willmott Dixon Group Company. As such, we benefit from the credibility and recognition associated with a large and long-established brand – whilst as a standalone business within the Group, we maintain the flexibility to adapt our services to meet the unique challenges of the social housing marketplace. Our success is due to our people. They are passionate, committed and care about what we deliver for our clients and partners and residents.

We take pride in developing our employees and supporting them to achieve their potential. For us, a sustainable future is about ensuring we continue to develop our people for our future needs and recruiting the right talent.

Our culture, built around Courage, Care and Respect, ensures that we always deliver not only the job done but, most importantly, the job done in the right way. We are Investors in People – Gold standard, we believe in equality, diversity and respect for all and encourage applications from all sectors of the community.
* Please note that we may close this vacancy earlier than the advertised closing date if we receive a high volume of suitable applications, so we encourage early applications.