Customer Liaison Officer - Nottingham

Fortem, part of the Willmott Dixon Group, were established in 2002. We specialise in capital and retrofit programmes within the social housing sector and are specialists in works to low/mid/high rise buildings.This is a new contract win for Fortem, therefore we require an established Customer Liaison Officer to join our team in January, working on a Housing Revenue Account within Nottingham.Works will include fire risk assessment works, roofing works, Decent Neighbourhood works, window and door replacements and other planned projects. Works will incorporate pre-construction validation, resident engagement and survey works prior to overseeing the various of programmes of works starting from April.The Customer Liaison Officer will support the operational teams and tenants to ensure best practice customer care is delivered at all times.This is a permanent, full time position 8:00-16:30 Monday to Friday.

The Customer

This will be working within our Midlands and Southern Projects division in Partnership with Nottingham City Council, delivering social housing refurbishment projects.

Duties and Responsibilities

• Lead resident and community engagement initiatives, building strong relationships with local communities.
• 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.
• Co-ordinate access arrangements to ensure works are delivered smoothly and on schedule.
• Resolve access-related or resident issues promptly, escalating where necessary to ensure timely solutions.
• Maintain accurate records of communications, access arrangements, and issue resolutions for project documentation.
• This is an onsite role 5 days week, travelling across the South Nottingham area.

What You Will Need

The Customer Liaison Officer will meet the following criteria:

Essential criteria:

• Previous experience of working in a similar role
• Ability to deal with sensitive situations
• Resilience and strong negotiation skills
• Proficiency in Microsoft Office
• Full Driving Licence
• An excellent customer service approach

Desirable criteria:

• Experience of working within the Social Housing sector
• Previous experience of CLO/TLO experience is desirable.

Customer Liaison Officer benefits:

• Competitive salary based on experience with profit related bonus
• Motor Expenditure Allowance (£4,000) or car
• Mileage claim
• Option to opt into Salary sacrifice car lease
• 25 days annual leave + bank holidays + your birthday off
• Sick pay
• 26 weeks full pay maternity leave
• Annual pay reviews
• 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
• Private healthcare and dental care
• Cycle to work scheme
• Retail and mobile phone provider discounts

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 Capital Works, Retrofit and Repairs and Maintenance 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.