Customer Liaison Officer

London (Greater)
21 Feb 2024
03 Mar 2024
Full Time
Housing association / RP

This role: Customer Liaison Officer – Fixed Term Contract for an 18 Month Period 

Salary: £35,683

Location: Southgate - N14 6PW

Here at MTVH our customers are at the heart of all we do and as a Customer Liaison Officer based within our Special Projects team you will be responsible for liaising with customers who may be required to move out of their home on a temporary or permanent basis. due to works needing to be undertaken or potentially the building needing to be vacated.

The CLO will ensure that customers are kept well informed throughout the project, working alongside to ensure that the process is as smooth as possible whilst considering the needs of the customer.

*Please be advised that for contractual purposes only, your office base will be state "The Johnson Building, EC1N 8JS"*

Key Responsibilities and Outcomes

•Leads on communications with customers relating to having to move on a temporary or permanent basis, keeping them engaged and informed throughout the project.

•Ensuring that we understand their needs and requirements of customers to enable a smooth transition of temporary or permanent decant.

•Act as the key contact with Customer Services and other Directorates to understand the needs of the Customer.

•Contribute to internal and external communications with customers and colleagues in the form of digital and hard copy options.

•Produce weekly updates for each site you are supervising.

•Produce regular updates to customers living in the blocks under your control, on at least a monthly basis.

•Use systems and information to quickly develop an understanding of the diverse needs and vulnerabilities of individual residents living in each block within the project.

•Taking ownership of customers complaints and enquires; responding to in a timely manner and in line with policies.

•Track log and monitor all customer communication.

•Liaise closely with the Contractors and other departments, to ensure smooth clear communication lines.

•Support the Project team to achieve the overall objectives of the project..

•Assist the Customer Experience Manger to continuously review and improve current processes to improve service delivery and customer satisfaction.

•When required work unsociable hours to attend evening meeting with customers, also willing to travel within Region/ across regions

Personal Competencies Skills / Experience / Knowledge

Natural advocate for residents, customers and users of our services

•Confident to make decisions under challenging circumstances balancing risk to deliver better approaches and services

•Professional approach


•Empathy with the values and ethos of the organisation

•Flexible approach to work

•Self-motivation with a positive attitude and the ability to work on own initiative

•Strong commitment to safeguarding vulnerable customers

•Strong communication and presentation skills

•Good understanding of tenancy and decant process.

•Confident and experienced collaborator.

•Natural problem-solving skills.

•Strong ICT capability, EXCEL, WORD etc.

To meet our commitment to providing safe, high quality services to our customers we will complete a basic background check with the Disclosure and Barring service, once an offer of employment is made which will be renewed on a 3 yearly basis. The cost of the check will be paid for by MTVH.

Please note :- we do not currently offer visa sponsorship.

What’s in it for you?

Our benefits include:-

  • 28 days annual leave plus 8 bank holidays (pro rata for part time) per year
  • 2 volunteering days per year for things like helping out in local communities
  • An additional ‘Beliefs day’ once a year to have an extra a day off
  • Enhanced pension with matched contributions of up to 9%
  • Life assurance cover 3 x your salary
  • Health cash plan scheme for your everyday healthcare needs which you can add your family members too
  • Tenancy deposit – interest free loan to help with rental deposits
  • Access to extensive learning and training opportunities with Wisebox platform
  • Colleague virtual social platform with our workplace pages where you can keep up to date with the organisational activity and link in with colleagues
  • Career progression across the organisation with our mentoring programme and apprenticeships
  • We are committed to the wellbeing of our colleagues and support this as an organisation

About us

Learn more about our benefits and organisation by viewing our attached document

Our promise

Here at Metropolitan Thames Valley Housing (MTVH) we want to capture the value that difference brings and are committed to promoting equality, diversity and inclusion. We work collaboratively ‘Serving people better every day’ to educate, support and develop all of our diverse employees and the communities that we serve.

We want every employee and every customer to feel comfortable enough to be their true self and are working tirelessly in the background to create an environment that encourages our employees to challenge non-inclusive behaviours and to be mindful of their own and other’s wellbeing.

Our core values of Dare, Care and Collaborate demonstrate that we are a people focused business, solving social issues by working together!

We reserve the right to close this vacancy early if a suitable candidate is found so we do encourage you to complete the application as soon as possible to avoid disappointment.