Customer Liaison

Overview

Home‑based liaison managing defects, complaints and site visits across Southwest

Key Responsibilities

• customer liaison
• sap updates
• defects management
• stakeholder contact
• site visits
• issue resolution

Tasks

We have an exciting opportunity for a Customer Liaison Officer to join our Customer Care team (Development). You will work within a team of 15 which is spread across the country, you will also work with Development Managers and Project Managers across the different building sites to ensure up to date information is provided to customers and external stakeholders. The Team is responsible for managing the defects under the Defects Liability Period for 2 years from when a new home is handed over to the customer, also assist with managing customer complaints and face to face visits with the customers covering a large geographical area in the Southwest. The team also assist with fire remediation and regeneration work that fall under the development directorate. -Day-to-day visits and phone calls and making appointments to visit customers -Acting as the main point of contact for customers and external stakeholders -Ensuring Housing SAP interactions are up to date when speaking with customers -Handling day to day enquries and providing the customer with daily updates on site -Taking appropriate action for unresolved customer issues and liaising with the Customer Care and Development team -Taking ownership and managing customer expectations -Daily liaison with builders and the Construction team, to provide updates on scope of works / development and progress

Requirements

• word
• excel
• driving licence
• problem solving
• communication
• customer service

What You Bring

Homeworking with frequent travel across the South West region Temporary position for up to 2 years -Proficient in using Microsoft Word and Excel (or similar) -Ability to deal with disappointed customers -Travel is a requirement of the role; therefore a full valid driving licence is essential -Demonstrable experience within a similar role is essential -Excellent problem solving and analysis skills -Wellbeing support and tools -Excellent communication and flexible interpersonal skills with the ability to prioritise and plan workload in a professional manner -Extensive experience dealing with customers face to face and travelling to where is required

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Benefits

£32,244 - £33,941 per year We provide homes and care for more than 250,000 people in England and Scotland. Our customers are at the heart of all we do. With around 14,000 colleagues, we foster a diverse and inclusive culture, and nurture and reward talent. -Life Assurance -25 days annual leave (rising to a maximum of 30 days) plus public holidays (pro rata) -Employee recognition scheme -Employee discounts -Employee Advice Service including counselling -Employee Volunteering scheme -Cycle to Work scheme -A pension scheme with matching employer contributions from Sanctuary up to set limits -Voluntary health plans -Employee platform to access your reward and wellbeing package online, find exclusive discounts, wellbeing resources and recognition tools

About Sanctuary

-It builds, owns and manages roughly 125,000 homes, encompassing affordable rent, shared ownership, student and keyworker housing. -Its care arm runs over 100 residential care homes and supported living units, transforming lives through specialist services. -Financed via careful stewardship and not‑for‑profit reinvestment, Sanctuary reinvests every penny into community development. -Large-scale retrofit schemes, including multi‑million-pound EPC upgrades, showcase its commitment to enhancing residents’ homes. -Regeneration projects breathe new life into neighbourhoods, such as transforming Glasgow’s former Victoria Infirmary into homes. -Unusual in its breadth, it operates across housing, care, student living, supported and keyworker accommodation under one umbrella. -A strategic acquirer, recent additions include Cornwall Care, Swan Housing Association and Johnnie Johnson Housing. -Its scale grants access to grants and public funding, enabling ambitious schemes in England and Scotland.

Sector Specialisms