THE CUSTOMER

You will be working on the delivery of a Social Housing project across the greater Manchester area. This role is perfect for someone who is passionate about enhancing customer and client satisfaction. 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.

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. Please apply with your updated CV or contact us at the Recruitment team. Note for Recruitment Agencies: We have an agreed PSL, we do not accept speculative CV’s from agencies. If speculative CVs are sent, no fee will be applicable.
Job Reference: FOR0399

THE ROLE

Due to our continued success at Fortem, we are currently recruiting for an experienced Customer Liaison Officer to join our team in Oldham. This is a permanent role, reporting to the Customer Care Manager, where you will play a key part in delivering exceptional customer service and ensuring smooth operations across our sites. This role involves travel across the Greater Manchester area, with core working hours of Monday to Friday, 8:00am–4:30pm.

DUTIES AND RESPONSIBILITIES

Customer Liaison Officer duties and responsibilities include: • Managing your own work stream efficiently. • Embedding customer processes and serving as the primary escalation point. • 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. • Coordinate 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.