Customer Liaison Officer

Blue Octopus Recruitment Ltd
Sale / agile working
£22,035 – £25,759
Closing date
28 Oct 2021

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Community and Customer Services
Full Time
Organisation Type
Housing association / RP
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Job Details

A Customer Liaison Officer position is required in our Complaints team which will primarily focus on heating and gas complaints and resolution for THT.  The role will involve investigating and where possible resolving informal and Stage 1 complaints. 

The key tasks for this role include:

This details the core duties and expectations of the roles (not a task list)

  • Monitor initial reports of informal complaints and resolve at first point of contact where possible.
  • Regularly monitoring and progressing all live complaints, status updates and complaint closures and providing lessons learnt were required.
  • Liaise with complainants, MP Office’s, and other stakeholders on behalf of THT ensuring that customers are fully updated throughout investigations
  • Monitor customer satisfaction, enquiries with potential service improvements suggested.
  • Contribute towards team objectives and key performance indicators whilst considering the personal needs of the customer.
  • Build excellent relationships with customers, contractors and stakeholders and work collaboratively with colleagues across THT.
  • Authorised spend up to agreed levels whilst maximising cost efficiencies and considering financial strength
  • Other reasonable duties in line with the needs of the Trust.

In this role you will be good at:

  • Building an excellent rapport with customers, contractors and internal stakeholders
  • Working collaboratively with THT colleagues
  • Being an active listener
  • Paying close attention to detail
  • Ability to communicate effectively and fluently through a range of channels and both in written and verbal form.
  • Understand and pick up on key trends

What Trafford Housing Trust can offer you:

Trafford Housing Trust encourages a healthy work/life balance with family friendly policies, and we offer an attractive benefits package for employees, as well as a competitive and transparent system of pay and reward. These benefits include:

  • Standard annual leave allowance of 31 days
  • Excellent training and development opportunities
  • Access to the Social Housing Defined Contribution pension scheme
  • Free Trafford Leisure Gym Membership
  • Access to Westfield Health Plan
  • 2 x volunteering days per year

About THT

Trafford Housing Trust (THT) is an independent housing company providing more than 9,000 quality affordable homes within the Trafford area of Manchester and across the North West. As a social enterprise, we are a ‘profit-for-purpose’ organisation, striving for a society transformed, free from poverty, inequality and injustice.

We have joined the L&Q Group, in an exciting deal that will see us build 20,000 new homes across the NW. This represents ambitious growth and a huge vote of confidence in THT’s team and track record.


We’re actively building diverse teams and encourage applications from everybody. We want to create an inclusive environment where everyone can contribute their best work and develop to their full potential. We celebrate our differences and recognise the importance of our teams reflecting the communities we serve.

Closing date: 4th October 2021, however, please send your applications in as soon as possible as the closing date may be brought forward if enough quality applications are received prior to the current closing date.

Interviews: W/C 11th October 2021


Blue Octopus partners with employers from a multitude of different sectors and industries, using our next generation technology and recruitment expertise to help attract, engage and hire the best talent for their unique career opportunities. We know that having the right people in place is crucial to every business’ current and future successes, regardless of the area they operate in.

Over the last decade, our experience has allowed us to specialise in several sectors, including social housing.

Blue Octopus has a strong history of working with social housing providers to help them hire the best talent and improve their talent management processes. This experience, coupled with knowledge developed over time, has allowed us to fully understand both the market itself and the skills required within the sector. We understand that operating at a high standard, efficiently and cost-effectively, is vital for our clients in the Social Housing sector, who provide a much-needed service for their tenants.

Find Us
Octo House, 2 Station Road
West Yorkshire
LS21 3HX
United Kingdom
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