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Customer Liaison Officer

Blue Octopus Recruitment Ltd
Sale / agile working
£22,035 – £25,759 per annum
Closing date
4 Dec 2021

View more

Corporate Services
Assistant / coordinator
Salary Band
Up to £30,000, £20,000 - £29,999
Full Time
Organisation Type
Housing association / RP
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Job Details

A Customer Liaison Officer position is required in our Complaints team. 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


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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