The Role
Due to our ongoing success at Fortem, we are excited to announce that we are hiring an experienced Senior Customer Liaison Officer to join our Birmingham team. This role is based in southern Birmingham, with potential travel across the city.
In this full-time position, you will lead a team of Customer Liaison Officers to enhance customer and client satisfaction across construction projects by engaging with tenants and supporting the Site Team in their duties.
This is a permanent role and the core working hours are Monday to Friday 8am - 4:30pm.
The Customer
You will be part of one of Fortem's largest Social Housing contracts, Birmingham City Council. This is an expanding 50m Repairs & Maintenance, Capital Works and Retrofit contract and the largest social housing contract in Europe. We are responsible for over 22,500 properties in the Birmingham area including low, medium and a significant number of high-rise blocks. This is a fast paced, focused and dedicated contract which we have been re-awarded 3 times and we are very proud to be able to support this exceptional client.
Duties and Responsibilities
Senior Customer Liaison Officer responsibilities include:
- Lead and manage a team of customer liaison officers, being responsible for their performance and work allocation
- Manage tenant's expectations by undertaking a resident induction visit and keeping communication channels open throughout the duration of work
- Ensure all forms of communication are created, implemented, and understood by all links in the communication chain, i.e. office, site and client. This could be letters, calls, newsletters etc.
- Daily contact with customers to include updates &/or to deal with any issues that may arise
- Ensure site supervisor is aware of any customer requirements/issues including diversity issues that should be considered during the planning and execution of works, and update and coordinate responses accordingly
- To secure feedback from all tenants affected by the work in the form of a satisfaction questionnaire when the work is completed
What You Will Need
Essential Criteria:
- Previous experience in a similar role, ideally within the construction industry
- Experience of managing a team
- Strong interpersonal skills, problem-solving abilities, patience, and understanding.
- Full driving licence
Benefits
Senior Customer Liaison Officer benefits:
- Competitive salary based on experience with profit related bonus
- Motor Expenditure Allowance ( 3,500).
- Option to opt into Salary sacrifice car lease
- 25 days annual leave + bank holidays + your birthday off (34 days total)
- Sick pay
- 26 weeks full pay maternity leave
- 8 weeks full pay paternity leave
- Annual pay reviews
- 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
- Life Insurance
- Private healthcare and dental care
- Cycle to work scheme
- Retail and mobile phone provider discounts
Who We Are
Fortem are Social Housing property experts. It is our sole focus, and the only sector we have worked in since inception in 2002. We successfully deliver works across three workstreams - Repairs & Maintenance, Capital Works and Retrofit.
Our mission is to raise the bar in Social Housing and help our clients provide safe, warm and decent homes for people to live in - because Every Home Matters.
We are a Willmott Dixon Group Company. As such, we benefit from the credibility and recognition associated with a large and long-established brand - whilst as a standalone business within the Group, we maintain the flexibility to adapt our services to meet the unique challenges of the social housing marketplace.
Our success is due to our people. They are passionate, committed and care about what we deliver for our clients and partners and residents. We take pride in developing our employees and supporting them to achieve their potential. For us, a sustainable future is about ensuring we continue to develop our people for our future needs and recruiting the right talent. Our culture, built around Courage, Care and Respect, ensures that we always deliver not only the job done but, most importantly, the job done in the right way.
We are Investors in People - Gold standard, 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.