Job Description

Customer Liaison Lead

38,654 - 40,688

The safety of our customers, and therefore building safety, is our number one priority. This role will work across our diverse geographical area & portfolio of apartment buildings and customer groups to ensure we take a coherent and co-ordinated approach to building safety at a time when expectations are rightly increasing.



The Customer Liaison Lead will support the Senior Operations Manager in the operational delivery of a business-critical service to ensure that customers' expectations are exceeded.



The Customer Liaison Lead will oversee all customer and internal and external stakeholder communications for a portfolio of apartment building undergoing building safety remediation works across a broad geographical area. They will play a key operational role in supporting the Senior Operations Manager, Project Managers and Commercial Managers to ensure that the customer is at the centre of every building safety decision and that there is a customer cantered approach throughout each remediation project.



Key responsibilities include overseeing all customer and stakeholder enquiries and complaints for the apartment buildings on their 'patch', line manage a team of Customer Liaison Officers and provide operational policy and procedure support to the Senior Operations Manager to develop and effectively deliver our message.



This role is eligible for hybrid working. This role will require a mixture of office/home-based working at our Beeston, Nottingham office and on-site presence at some of our properties in Leicester.

Key Responsibilities and Outcomes

Manage a team to deliver excellent service to our customers

Manage a team that leads on communications with customers in relation to the building safety intrusive survey process and remedial works programmes

Act as point of contact with Customer Services and other Directorates to manage and resolve customer enquiries and support the surveyors in deliver of works on site

Manage the internal and external communication in relation to the sites you are working on

Produce monthly updates for each site you are supervising

Taking ownership of customers complaints and enquires and responded to in a timely manner

Assist the Senior Operations Manager 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

Required experience:

Experience managing the delivery a customer facing service

Strong communication and presentation skills

Good understanding of tenancy and leasehold management and the section 20 process

Ability to maintain attention to detail in a busy environment.

Experience of providing a high level of customer service

Confident and experienced collaborator.

Natural problem-solving skills.

Very strong ICT capability, EXCEL, WORD etc.

Proven prioritisation skills

Analytical approach to work.

Experience of developing betters' ways of working.

Please refer to the for a full list of responsibilities and requirements for the role.

MTVH conducts an annual review of salaries for colleagues. The salary displayed does not reflect any agreements reached during our 2025 review.

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 Supported family friendly approach with extended parental leave Enhanced pension with matched contributions of up to 9% Option to buy or sell up to 5 days annual leave per year Life assurance cover 3 x your salary Cycle2work scheme Hybrid Working - Dependent on job role and department 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 and season Ticket loan 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/coaching programmes, apprenticeships and career planning support Employee Assistance Programme- We are committed to the wellbeing of our colleagues and support this as an organisation

About us

We are committed to developing and implementing or maintaining sustainability initiatives to reduce environmental impact and promote sustainable practices within MTVH.



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 are also part of the disability confident employer scheme.



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.




We provide a platform of Network groups for employees to share views, tell us what we're doing well and recommend improvements. We want to create a real sense of community and a workforce who feel that their opinions are valued. Our Networks groups are:-



Gender Ethnicity LGBTQ+ Disability


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.