Customer Liaison Officer

At MSV Housing we're committed to making sure our customers have good quality safe homes. Our Customer Liaison Officers are key to making this happen.

Responsibilities

• Act as the main point of contact for customers during complex repair projects, ensuring consistent communication and support.
• Build strong relationships with customers, addressing concerns and providing clear guidance throughout the repair journey.
• Support the planning and delivery of repair projects, ensuring customer needs and feedback are reflected in decisions.
• Coordinate decanting and relocation arrangements to minimise disruption to customers.
• Maintain accurate records and reporting, while educating customers to help prevent recurring issues and improve living outcomes.

Qualifications

• Relevant qualification (degree/HNC or equivalent) in housing, construction, customer service or similar, with a commitment to continuous professional development.
• Proven experience in housing, construction, or property related roles, including customer service and meeting deadlines.
• Strong customer focus, with experience handling queries and complaints professionally and building positive relationships.
• Sound knowledge of housing regulations, health and safety standards, and the ability to manage complex situations with strong problem solving skills.
• Highly organised with excellent IT skills (including Microsoft Office) and the ability to work both independently and collaboratively while maintaining accurate records and data.
• Full UK Driving Licence and willingness to travel across Greater Manchester.
• Commitment to safeguarding and promoting the welfare of children, young people and vulnerable adults; basic criminal records background check will be required.

Benefits

• Essential car user allowance to support you with car running costs.
• Flexibility on where you work with a home working kit provided.
• 33 days holiday per year plus bank holidays, and a holiday buy up scheme.
• Company pension scheme with up to 10% matched contributions.
• Company funded access to a health cash plan for everyday health treatments such as optical, dental, and more.
• Enhanced sick pay with up to 3 months full pay and 3 months half pay.
• Health and Wellbeing Support including an employee assistance programme, free counselling, mental health first aiders and numerous wellbeing initiatives.
• Life assurance, subject to being a member of our company pension scheme.
• Learning and development to support you to develop the skills you need to fulfil your role and progress in your career.
• Commitment to Equality and Inclusion with employee network groups covering anti racism, LGBTQ+, disability and long term health conditions, carers, and menopause.

Equality and Inclusion

MSV are committed to Equality and Inclusion; all applications are scored against the essential criteria of the role. We encourage candidates to submit an amended CV if possible.

Commitment to Safeguarding

MSV are committed to safeguarding and promoting the welfare of children, young people and vulnerable adults. All decisions regarding convictions will be made on a case by case basis. Further detail can be found in our Safeguarding policy.