Job Description 

About the Role

We have a new opportunity for a Customer Liaison Manager to join our Customer Liaison team, covering the Home Counties 1 area, which includes Hertfordshire, Bedfordshire, Buckinghamshire, Cambridgeshire, Essex, and Ipswich. This is a full-time, fixed-term position for 12 months.

In this role, you will lead a dedicated team of Customer Liaison Officers, who have a wealth of experience between them in the sector. As the face of Guinness, your primary responsibility will be to provide an accessible face-to-face service to both homeowners and rental customers. You will operate in a mobile capacity, engaging with customers and colleagues throughout the regional area. Collaboration with Estate Services and other Guinness teams will be essential to ensure swift and efficient outcomes for both the organisation and our customers. You will be a key contact for local stakeholders across the operating area.

Key Responsibilities:

• Delivering exceptional face-to-face service to homeowners and rental customers.
• Leading and managing a team of experienced Customer Liaison Officers.
• Collaborating with Estate Services and other teams to achieve positive outcomes.
• Operating in a mobile role, meeting customers and staff across the area.

What We’re Looking For

We value how we do things as much as what we do. We seek a customer-focused professional with a strong background in housing, estate, and tenancy management policy. Experience in a regulated environment and working with external agencies is essential.

Key Skills and Experience:

• Proven leadership in coaching, performance management, and motivating remote teams and contractors.
• Track record of delivering exceptional service to a diverse customer base through others.
• Effective resource management and prioritisation to meet demand.
• Strong analytical skills to interpret data and improve performance.
• Excellent written, oral, and interpersonal communication skills.
• Ability to present information concisely to senior managers and stakeholders to influence decision-making.
• Proven budget management skills.
• Highly self-motivated with the ability to work independently.

Interview Process: Interviews and assessments will be conducted via MS Teams on 22/11/2024.

Please note this position will require a DBS check which Guinness will arrange during the onboarding process.

If you are interested in learning more about the key responsibilities and ensuring you meet the essential criteria, please review the role profile.

About Us

The Guinness Partnership is one of the leading providers of affordable housing and care services in England. We build and manage homes and provide housing services for around 140,000 customers nationwide. Our vision is to deliver great service, provide great homes, to be a great business and to be a great place to work. Because everything we do is about our customers, our communities and our people, any profit we make is re-invested in new and existing homes and improving services.

The Guinness Partnership is an equal opportunities employer. We are committed to equality of opportunity for all colleagues, and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.