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.

The Client

Fortem's contract with Orbit Housing covers over 17,000 houses across Stratford-upon-Avon, Coventry, Nuneaton, Northampton, Milton Keynes and Bedford. We have multiple workstreams, including Planned works, Re-Roofing, Repairs & Maintenance, Voids and Capital Works. We're proud to say we were winners of branch of the year here at Fortem in 2024.

Duties and Responsibilities

Working on the delivery of 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.

What you will need

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
• Full UK Driving Licence (Max 5 points)

Desirable Criteria:

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

Benefits

• 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
• 24/7 access to GP appointment for you and your immediate family from Day 1
• Private pension employer contribution 3-6%
• Life Insurance, dental care, private healthcare insurance and eye care vouchers, cycle-to-work scheme, mobile phone provider shopping discounts & more

Who we are

We are part of the Willmott Dixon group, established in 2002. Fortem provides specialist property solutions tailored to keep homes and buildings running smoothly. Our highly trained teams deliver a range of internal and external repairs as well as high quality voids, planned installations and gas services. Alongside our core functions, we have extensive experience in decarbonisation, specialising in making homes more energy-efficient and helping clients on their journey to become zero carbon. Our experience, commitment to best practice and exemplary quality, together with a genuine partnered approach, ensures we achieve excellent outcomes for our partners, clients and customers. We have an established track record of improving communities and creating better places for people to work and live. We are Investors in People - Gold, we believe in equality, diversity and respect for all and encourage applications from all sectors of the community.

If you need any assistance with your application, please contact our team at