Customer Liaison Officer

Greater Manchester

Hours of Work: 35 per week

Salary: £32,442 - £34,725

At MSV Housing we’re committed to making sure our customers have good quality safe homes and our Customer Liaison Officer’s are key to making this happen.

Our Customer Liaison Officer will play a key role within the Property Care Team, acting as the main point of contact to ensure clear communication, support, and engagement with customers. They will also support the management of complex and disruptive repair projects, including customer decants, while contributing to effective contract delivery from both a customer and operational perspective.

In addition, we are looking for candidates that have a passion to advocate on behalf of people and communities.

What do our Customer Liaison Officer do;

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.

What we are looking for;

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 License and willingness to travel across Greater Manchester.

We're committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expect all colleagues to share this commitment. As this job is based within our property care team where you’ll be entering the homes of our customers, a basic criminal records background check (free of charge to you) is required. A criminal conviction does not necessarily stop you from working with us. All decisions regarding convictions will be made on a case-by-case basis. Further detail on our commitment to safeguarding young people can be found in our Safeguarding policy attached alongside this vacancy’s candidate pack.

We offer a range of great benefits including:

Essential car user allowance to support you with car running costs

Flexibility on where you work with home working kit provided

33 days holiday per year plus bank holidays, and a holiday a buy scheme.

Company pension scheme with up to 10% matched contributions

Company funded access to a health cash plan, where you can claim back costs of everyday health treatments such as optical, dental and much 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.

MSV are committed to Equality and Inclusion all applications are scored against the essential criteria of the role; however, we encourage candidates to submit an ammonised CV if they can do so.

MSV are also committed to supporting you to balance work and life, including with any caring or parental responsibilities you might have, and have a range of flexible working options and wellbeing support available to all colleagues to facilitate this.

For more information about the role please visit our careers page where you will find a candidate pack and apply for the role. https://www.msvhousing.co.uk/careers/job-vacancies/

Interview dates are to be confirmed, interviews will be carried out throughout the recruitment process and the role closed if a suitable candidate is found. Therefore, we strongly recommend candidates to apply early.

We’re passionate about inclusion and we’d love to hear from people from diverse backgrounds for this role.

If you are not sure whether you meet our requirements for this role, but want to apply. Go ahead. We will decide whether or not you are what we are looking for.