Customer Liaison Officer

Customer Liaison Officer

Location: Hereford

Contract: Full-Time | Permanent

Hours: Monday to Thursday: 8:00am – 5:00pm | Friday: 8:00am – 4:30pm

About the Role

Our client is a well-established contractor delivering planned maintenance, refurbishment, retrofit and decarbonisation projects across the social housing sector.

Due to continued growth, they are looking to recruit a Customer Liaison Officer to support projects across Hereford. This is an excellent opportunity for someone with strong customer service skills who enjoys working with residents and helping ensure projects run smoothly from start to finish.

The Role

As the Customer Liaison Officer, you will act as the main point of contact between residents, site teams and the client throughout refurbishment and retrofit works. You'll ensure residents are kept informed at every stage, helping to minimise disruption while delivering an exceptional customer experience.

Working closely with operational teams, you'll build positive relationships, coordinate appointments and provide ongoing support to residents throughout the duration of the project.

Key Responsibilities

• Act as the primary point of contact for residents throughout planned works.

• Keep residents informed before, during and after works are completed.

• Build positive relationships to deliver excellent customer service.

• Arrange appointments and coordinate access for operatives.

• Carry out resident visits, inductions and property condition surveys where required.

• Identify vulnerable residents and ensure appropriate support is provided.

• Manage resident enquiries, concerns and complaints in a professional and timely manner.

• Prepare and distribute resident information packs and project communications.

• Maintain accurate records in line with GDPR requirements.

• Work closely with site teams, subcontractors and client representatives.

• Organise and attend resident consultation meetings and community engagement events.

• Support social value initiatives within the local community.

Requirements

Essential

• Previous experience in a customer-facing role within construction, housing, property maintenance or social housing.

• Full UK Driving Licence.

• Excellent communication and interpersonal skills.

• Strong organisational skills with the ability to manage multiple priorities.

• Confident using Microsoft Office and maintaining accurate records.

• Good understanding of health and safety within a construction environment.

Desirable

• Experience working on planned maintenance, refurbishment or retrofit programmes.

• Knowledge of social housing environments.

• Experience supporting community engagement or social value activities.

• Understanding of energy efficiency or decarbonisation projects.

What's on Offer

• Competitive salary plus car allowance.

• Enhanced pension scheme.

• Healthcare cash plan.

• Enhanced maternity benefits.

• Employee Assistance Programme.

• Ongoing training and professional development.

• Excellent opportunities for career progression within a growing business.

Our client is committed to creating an inclusive workplace and welcomes applications from all suitably qualified candidates regardless of age, disability, gender, race, religion or belief, sexual orientation, marital status, or any other protected characteristic.