Estate Liaison Officer
Estate Liaison Officer
Glasgow or Edinburgh
Permanent, Full time (37.5 hours per week)
Salary up to £32,100 pa (pro rata) negotiable based on skills and experience
Plus, brilliant benefits!
Delivering on our customer promise. That’s when it hits home
It’s a really exciting time to join Home Group as we build more homes, independence and aspirations – the vision that underpins our five-year strategy. Our commitment to deliver on our Customer Promise, build the right homes in the right places and be market leaders in New Models of Care, is in the hands of our brilliant people.
It’s also an exciting time to join our Maintenance Team as we have just re-procured our maintenance contracts in Scotland and we’re excited to be developing our relationships with our long-term contractor partners!
Working alongside other Maintenance colleagues, you’ll be responsible for the delivery of an effective customer engagement experience relating to all aspects of property maintenance, improvement and compliance extending to complaint management and resolution. You’ll take accountability for customer engagement in maintenance works seeing them through the ‘eyes of the customer’ and representing the ‘customer voice’ with stakeholders, contractors and colleagues. You’ll drive customer satisfaction improvements through analysis, insight, feedback, customer engagement and positive action and feedback.
When you join Home Group, you’ll discover that it’s our brilliant people and culture that make a difference. We are No. 10 in the UK’s Best Super Large Great Places to Work, 5th Best Place in the UK for Great Places for Women to Work, 18th in the Stonewall Top 100 and hold Investors in People Platinum Standard!
About our team
You’ll be working alongside our fabulous team who are super passionate about delivering a first-class maintenance service to our customers. To us were not just a team we’re a ‘work family’. You’ll report into Zoe who has been with us for 9 years and is focussed on customer engagement, service improvement and ensuring that we put the customer at the heart of everything we do. There are currently three of us supporting the wider maintenance team and we don’t just love to support our customers, we’re there for each other too!
Where you’ll work
You’ll work across the Central Belt covering Edinburgh and Glasgow. The great news is that you will have the flexibility of working either from home or in one of our local offices and we’ll give you the technology and kit to make that easy!
When you’ll work
It’s the team’s unwritten rule that you attend the important appointments in life, be it your child’s school play, your partner’s graduation, or to get your new fridge delivered. You can elect to fit these around your working day or use your flexi to take the time off. Our focus is on getting the job done, not your working hours!
You’ll have the ability to understand maintenance works and specifications and communicate and engage with customers in a way that’s clearly understood. Your experience of working in a customer facing environment with some maintenance and technical experience including delivering service improvement initiatives will allow you to be successful in your role.
You’ll have experience of working alongside colleagues to oversee maintenance works from inception to successful completion delivered by our contractor partners. As the main point of contact to resolve escalating disputes and conflicts, you’ll be passionate about quality delivery and have the tenacity needed to resolve complex and often difficult customer complaints.
Here at Home Group we have invested heavily in our future and use current and up to date equipment. You’ll be issued with the latest kit, which could include a Surface Pro and mobile. So it's really important to us that you are technologically savvy (or at the very least not a technophobe!)
Want to know more?
If you’re reading this advert on our careers pages, press the APPLY NOW button to access lots of useful stuff! You can download the Estate Liaison Officer Job Description and find out more about Home Group. We’ve also got some short films that show you what it’s like to work here, and we know you’ll want to find out more about our award winning benefits and rewards package!
Don’t delay applying for this brilliant job, as we may close it early if we get lots of applications! Just upload your CV and if you have one, your covering letter (this will help us learn more about you!). If you need them, we’ve also got some great templates to help you.
Home Group play a big part in tackling prejudice and discrimination, not just for our customers, but colleagues too! You can be yourself here, because we value everything that makes you unique. So, whatever your age, race, sexuality, disability, religion, or gender identity, we recognise and celebrate our differences. Together we make Home Group a great place to work!
We’re continuing to deliver services for our customers during the COVID-19 pandemic, and our brilliant colleagues are at the very heart of making that happen. We’re doing things a little differently at the moment, so to keep everyone safe, we’ll engage with you digitally where possible. Check out our awesome video to find out more on how our colleagues have felt supported here during the outbreak.
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