Customer Liaison Officer

Job Title: Customer Liaison Officer (CLO)

Location: Office based in LE3 9TP with regular travel to occupied properties across Leicester

Reporting To: Contracts Manager / Project Manager

Company Overview

We are a building contractor delivering kitchen and bathroom refurbishment works on behalf of Leicester City Council. We are committed to delivering high-quality workmanship while providing an excellent customer experience throughout every project. As many of our projects take place in occupied homes, effective communication with residents is essential to our success.

Job Purpose

The Customer Liaison Officer is responsible for ensuring residents receive a professional, supportive, and informative service throughout their refurbishment works. Acting as the primary point of contact between residents, Leicester City Council, site teams, and office staff, the Customer Liaison Officer will build positive relationships, manage customer expectations, and help ensure projects are delivered with minimal disruption.

Key Responsibilities

• Act as the main point of contact for residents before, during, and after kitchen and bathroom refurbishment works.
• Visit residents in their homes to introduce the project, explain the programme of works, and answer any questions.
• Arrange and attend pre-start meetings with residents.
• Maintain regular communication throughout the duration of each project.
• Manage resident expectations regarding timescales, access requirements, temporary facilities, and any unavoidable disruption.
• Respond promptly and professionally to customer enquiries, concerns, and complaints.
• Investigate issues and work with site management to resolve them quickly.
• Record all customer interactions accurately using company systems.
• Liaise closely with site managers, supervisors, operatives, subcontractors, and Leicester City Council representatives.
• Monitor customer satisfaction throughout each project and complete customer satisfaction surveys upon completion.
• Support vulnerable residents by identifying additional needs and ensuring appropriate assistance is provided.
• Ensure safeguarding procedures are followed where required.
• Produce reports on customer feedback, complaints, compliments, and project updates.
• Assist in organising appointments, access arrangements, and resident communications.
• Ensure all documentation complies with GDPR and company procedures.
• Promote a positive image of the company at all times.

Skills and Experience

Essential

• Previous experience in a Customer Liaison Officer, Tenant Liaison Officer, Customer Service, Housing, or Property Maintenance role.
• Excellent verbal and written communication skills.
• Strong interpersonal and relationship-building skills.
• Ability to deal with challenging situations calmly and professionally.
• Good organisational and time management skills.
• Competent in Microsoft Office (Word, Excel, Outlook).
• Ability to maintain accurate records and reports.
• Full UK driving licence.
• Ability to travel throughout Leicester and surrounding areas.