Customer Liaison Officer - Compliance

at  Torus Group

Join us as a Customer Liaison Officer (Compliance) at Torus Group! This is a permanent role based in Warrington with occasional travel to other locations.
As a Customer Liaison Officer, you will collaborate closely with tenants, residents, contractors, and Torus staff to ensure seamless delivery of compliance services across our diverse property portfolio. Working under the guidance of the Business Lead, you’ll play a crucial role in enhancing service delivery and maintaining high standards across compliance workstreams. This site-based position involves travel, so a full driving license and access to a vehicle with business insurance are essential.

SKILLS & EXPERIENCE:

• NVQ Level 2 or above in a customer care related discipline (or prepared to study towards this) or equivalent experience
• GCSE or equivalent standard in Maths and English
• Minimum 2-years’ experience of Customer service experience
• Experience within a social housing environment, desirable for that to be within a compliance related field
• Experience of the use of Microsoft office software in particular Outlook, Word, Excel and Access
• Flexible in outlook and able to change direction at short notice

• Provide site-based liaison with tenants, residents, contractors and stakeholders to ensure effective delivery of compliance servicing programmes.
• Liaise with and assist with customer related issues throughout the programme process and support with access and appointments to reduce no access events and missed appointments.
• Inform / update customers on the progress of all works throughout the programme that has a direct impact on them and improving customer experience
• Contribute to the delivery of an outstanding service that makes a positive contribution to the Torus vision in a manner that reflects the Torus values.
• Take personal responsibility for your own personal and professional development.
• Be a positive influence in a team based on trust, mutual respect, and integrity in which everyone takes individual accountability and responsibility whilst working together as a team.
• Update, monitor and maintain the organisations IT systems to reflect visits, information updates and customer communication
• Ensure all customer details on all systems are accurate and implement a regular review of data with client to keep current
• Engagement with field and work planning teams to support delivery of contractual requirements
• Ensure that customer enquiries are recorded and responded to promptly.
• General clerical, business administration and typing support for the team including preparation of letters and correspondence for customers.
• Carry out such other duties and responsibilities as are consistent with the concept of the role.