Job Description

The Role

Due to our continued success here at Fortem, we are excited to announce an opportunity for an experienced Customer Liaison Officer to become a pivotal part of our new Cambridge Housing Society contract. This role will primarily be based around the Cambridgeshire area and would come with a company Electric Vehicle. The successful candidate will deliver and improve the level of customer and client satisfaction across the business through engaging residents and supporting the Social Value team.

The Client

Our contract with Cambridge Housing Society is brand new and launched on April 1st. This is a long term partnership with houses covering the whole of Cambridgeshire, from Wisbech down to Haverhill, although primarily situated in central Cambridge. There are nearly 3,000 properties, mostly houses and flats, and we look after their Repairs, Voids, Cyclical Works and Planned workstreams.

Duties & Responsibilities

o Ensure all forms of communication are created, implemented, and understood by all links in the communication chain, i.e., office, site and client o Full compliance with Health Safety at Work Act and Fortem's processes and procedures o Ensure all choices and preparations that are required to be made, are done in a timely manner, to suit the customer and lead times applicable o To manage customer expectations by ensuring they understand the nature and scope of works, the likely extent of disruption during the works and the mutual obligations of themselves and the contractor before, during and after the works, by undertaking a resident induction visit o Deal with any issues/complaints on behalf of the customers, resolving them in order to stop complaints being registered in accordance with company standards o Ensure that you sign in and out of a property, when on site, and wear and act in accordance with PPE and site regulations o Ensure Planned Manager is aware of any customer requirements/issues and update and coordinate responses accordingly o To identify diversity issues relating to residents & neighbours affected by the work and liaise with colleagues to ensure these issues are properly considered during the planning and execution of works o Ensure any commitments given to residents are within operating restrictions o To secure feedback from all residents affected by the work is in the form of a satisfaction questionnaire when the work is completed o Work under the direction of the Planned works manager with support from the operational team for the contract

What You Will Need

Essential o Previous experience, in a customer facing environment o Ability to deal with sensitive situations, interpersonal skills, problem solving, patience and understanding o Ability to prioritise and work flexibly within the allotted hours o Full UK driving licence o Ability to communicate using written and verbal skills o Ability to prioritise workload o Communicate courteously and positively at all levels o Working knowledge of MS Excel and Word Desired o Previous social housing experience o Awareness of diversity issues o Customer service skills o Technical knowledge - bathroom & kitchen installations o CDM awareness

Benefits

o Competitive salary based on experience with profit related bonus o Company Electric Vehicle o 25 days annual leave + bank holidays + your birthday off (34 days total) o Annual pay reviews o 26 weeks full pay maternity leave o 8 weeks full pay paternity leave o Discounted gym memberships at national and local gyms o Up to 3,000 colleague referral fee o Vast directory of training on bespoke in-house Learning Management System o Private healthcare and dental care o Cycle to work scheme oRetail and mobile phone provider discounts

Who We Are

Fortem are Social Housing property experts. It is our sole focus, and the only sector we have worked in since inception in 2002. We successfully deliver works across three workstreams - Repairs & Maintenance, Capital Works and Retrofit. Our mission is to raise the bar in Social Housing and help our clients provide safe, warm and decent homes for people to live in - because Every Home Matters. We are a Willmott Dixon Group Company. As such, we benefit from the credibility and recognition associated with a large and long-established brand - whilst as a standalone business within the Group, we maintain the flexibility to adapt our services to meet the unique challenges of the social housing marketplace. Our success is due to our people. They are passionate, committed and care about what we deliver for our clients and partners and residents. We take pride in developing our employees and supporting them to achieve their potential. For us, a sustainable future is about ensuring we continue to develop our people for our future needs and recruiting the right talent. Our culture, built around Courage, Care and Respect, ensures that we always deliver not only the job done but, most importantly, the job done in the right way. We are Investors in People - Gold, we believe in equality, diversity and respect for all and encourage applications from all sectors of the community. Please apply with your updated CV or contact us at the Recruitment team.

Job Reference: FOR04026