Customer Liaison Officer

Overview

Coordinate resident communications and access for housing capital works in Yorkshire.

Key Responsibilities

• issue resolution
• access coordination
• resident communication
• record keeping
• community engagement
• resident liaison

Tasks

-Resolve access-related or resident issues promptly, escalating where necessary to ensure timely solutions. -Deliver clear and effective communications to customers and residents about the nature and scope of works. -Act as the main point of contact for residents, addressing enquiries and concerns professionally and empathetically. -Maintain accurate records of communications, access arrangements, and issue resolutions for project documentation. -Lead resident and community engagement initiatives, building strong relationships with local communities. -Coordinate access arrangements to ensure works are delivered smoothly and on schedule.

Requirements

• customer-facing
• driving licence
• negotiation
• resilience
• social housing
• microsoft office

What You Bring

-Previous experience of working in a customer facing role -Full Driving Licence -Resilience and strong negotiation skills -Experience of working within the Social Housing sector -Proficiency in Microsoft Office -Ability to deal with sensitive situations

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Benefits

-25 days annual leave + bank holidays + your birthday off (34 days total) -Up to £3,000 colleague referral fee -8 weeks full pay paternity leave -Motor Expenditure Allowance (£3,500) -Cycle to work scheme -Retail and mobile phone provider discounts -Competitive salary based on experience with profit related bonus -Annual pay reviews -Sick pay -Discounted gym memberships at national and local gyms -Private healthcare and dental care -Vast directory of training on bespoke in-house Learning Management System -Option to opt into salary sacrifice car lease -26 weeks full pay maternity leave

About Fortem Solutions

-Operates across three core streams: 24/7 repairs & maintenance, large-scale capital projects like bathroom/kitchen renewals, and PAS-2030/2035 retrofit. -Technical teams design and install insulation, heat pumps, solar panels, windows, doors and ventilation systems to decarbonise social housing. -Known for implementing digital systems (Totalmobile, Talkdesk) to streamline operations—from scheduling to resident communications. -Secures retrofit funding through ECO, LAD, GBIS and partners with local authorities and housing associations to execute compliance programmes. -Delivers standout community initiatives like apprenticeships, school engagement, and work experience placements through Pathways4Life. -Blends a long-standing heritage with innovative decarbonisation projects and robust community engagement—making homes warmer, safer, greener.

Sector Specialisms