Job Description

The job requirements are detailed below. Where applicable the skills, qualifications and memberships required for this job have also been included.

Job details

Job details Job reference VAC004615 Date posted 18/09/2023 Application closing date 15/10/2023 Location Brislington Transport Depot Bath Road / Sandy Park Road Bristol BS4 3NZ Salary BG8: \xc2\xa324,948- \xc2\xa326,845 Package Blank Contractual hours 37 Basis Full time Job category/type Business Support, Communications, PR and Media, Construction and Building Maintenance, Customer Services, Housing, Other Attachments

Customer Liaison Officer - Mechanical, Electrical and Heating Team (M&E) Job description

Full Time, Permanent

We are looking to appoint a Customer Liaison Officer to join our Planned Maintenance service on a permanent basis, to work within the teams to deliver on both capital upgrade works as well as reactive works and achieve an excellent level of customer satisfaction.

You will have responsibility as part of the team for arranging and hosting resident engagement sessions in person and online to aid with building a positive relationship between BCC and its residents to achieve the M&E team\xe2\x80\x99s common goals.

You will need to be pro-active and positive in nature to deal with reactive repair issues such as burst water mains, false fire alarm activations as well as being able to plan and disseminate complex technical information provided by the M&E team to residents for high profile projects such as sprinkler and fire alarm installations. Throughout the course of our projects, you will need to be available to attend resident drop-in sessions when required and effectively be the first point of contact to deal with issues raised or escalate to other team members as appropriate.

The role will be high paced but full support will be in place from project and programme engineers from within the M&E team to assist at each stage. It is expected for you to have an understanding of M&E related works but training from the team can also be provided if required.

What will I be doing?

Experience in local authority and construction-based projects will be key to the role and ideally an understanding of M&E systems. You will work between the M&E team, its contractors, residents and other stakeholders as required to inform, update and advise on all aspects of our projects from end to end.

This will include writing communications, telephone calls and face to face meetings with residents together with creating and issuing satisfaction surveys at the end of a project with the lessons learned shared with the wider team.

A high volume of M&E works requires the contractor to provide a customer liaison officer and it will be part of the post holder\xe2\x80\x99s role to ensure they understand and follow a common working practice ensuring residents\xe2\x80\x99 needs are met. The postholder will need good interpersonal skills dealing with complex issues raised by residents but also the ability to manage expectations and unreasonable requests.

You will need to be aware of H&S responsibilities whilst working onsite and be able to challenge contractors when required or escalate to team members.

There will be a varied amount of projects where involvement may be required which could include, Laundry Refurbishments, Communal Rewires, Dry Riser Renewals, Bathroom Replacements, Domestic Electrical Testing, Refusal and No Access Cases including Litigation, High Rise Stop Tap Changes and Water Shutdowns.

What do I need to have?

We need someone who has experience in providing excellent customer service and can be adaptive in their approach to meet residents\xe2\x80\x99 needs. You will need to be willing to learn about M&E types of works and the position is a great introduction into the M&E industry with the opportunity to develop your skills and progress into an engineering role if desired. You should have the drive to take the initiative to introduce innovations to keep continually improving the service we offer to our residents.

Why Bristol City Council?

At Bristol City Council, we go that extra mile for our people; we offer a work environment which is fast moving and supportive, giving you the chance to use your skills and develop new ones within a high-profile organisation. For the majority of our roles hybrid working arrangements are available, giving teams the opportunity to work in a way that suits them, balancing service need and individual choice - mixing both home and office working.

Join us and you\xe2\x80\x99ll receive an excellent rewards package including flexible working and flexitime, membership of the Local Government Pension scheme, and a generous annual leave allowance. In addition, you\xe2\x80\x99ll be working in a supportive environment where you\xe2\x80\x99ll have the chance to make Bristol a better place and contribute to its future.

How do I apply?

If you share our and are ready to be part of our exciting journey please select the apply button below.

To be shortlisted for interview you\xe2\x80\x99ll need to demonstrate how you meet each of the essential criteria in the Person Specification within the Further Information section of your application. On occasion we will receive high numbers of applications, we may then shortlist against the desirable criteria along with the essential criteria, so if you can, please demonstrate how you meet this in your application.

Additional Information

This is a permanent role, 37 hours per week. Your working days will be Monday to Friday 8.00 - 16.00.

If you would like any more information after reading the job advert along with the attached and Person Specification then please contact Rich Griffin, Programme Engineer - or 07823532886.

At Bristol City Council, we value having a workforce as diverse as the city we serve. We therefore welcome, develop and promote people from all sections of the community. Appointments will be made on merit.

Job title Customer Liaison Officer - Mechanical, Electrical and Heating Team (M&E) Job reference VAC004615 Date posted 18/09/2023 Application closing date 15/10/2023 Location Brislington Transport Depot Bath Road / Sandy Park Road Bristol BS4 3NZ Salary BG8: \xc2\xa324,948- \xc2\xa326,845 Package Blank Contractual hours 37 Basis Full time Job category/type Business Support, Communications, PR and Media, Construction and Building Maintenance, Customer Services, Housing, Other Attachments Job description

Full Time, Permanent

We are looking to appoint a Customer Liaison Officer to join our Planned Maintenance service on a permanent basis, to work within the teams to deliver on both capital upgrade works as well as reactive works and achieve an excellent level of customer satisfaction.

You will have responsibility as part of the team for arranging and hosting resident engagement sessions in person and online to aid with building a positive relationship between BCC and its residents to achieve the M&E team\xe2\x80\x99s common goals.

You will need to be pro-active and positive in nature to deal with reactive repair issues such as burst water mains, false fire alarm activations as well as being able to plan and disseminate complex technical information provided by the M&E team to residents for high profile projects such as sprinkler and fire alarm installations. Throughout the course of our projects, you will need to be available to attend resident drop-in sessions when required and effectively be the first point of contact to deal with issues raised or escalate to other team members as appropriate.

The role will be high paced but full support will be in place from project and programme engineers from within the M&E team to assist at each stage. It is expected for you to have an understanding of M&E related works but training from the team can also be provided if required.

What will I be doing?

Experience in local authority and construction-based projects will be key to the role and ideally an understanding of M&E systems. You will work between the M&E team, its contractors, residents and other stakeholders as required to inform, update and advise on all aspects of our projects from end to end.

This will include writing communications, telephone calls and face to face meetings with residents together with creating and issuing satisfaction surveys at the end of a project with the lessons learned shared with the wider team.

A high volume of M&E works requires the contractor to provide a customer liaison officer and it will be part of the post holder\xe2\x80\x99s role to ensure they understand and follow a common working practice ensuring residents\xe2\x80\x99 needs are met. The postholder will need good interpersonal skills dealing with complex issues raised by residents but also the ability to manage expectations and unreasonable requests.

You will need to be aware of H&S responsibilities whilst working onsite and be able to challenge contractors when required or escalate to team members.

There will be a varied amount of projects where involvement may be required which could include, Laundry Refurbishments, Communal Rewires, Dry Riser Renewals, Bathroom Replacements, Domestic Electrical Testing, Refusal and No Access Cases including Litigation, High Rise Stop Tap Changes and Water Shutdowns.

What do I need to have?

We need someone who has experience in providing excellent customer service and can be adaptive in their approach to meet residents\xe2\x80\x99 needs. You will need to be willing to learn about M&E types of works and the position is a great introduction into the M&E industry with the opportunity to develop your skills and progress into an engineering role if desired. You should have the drive to take the initiative to introduce innovations to keep continually improving the service we offer to our residents.

Why Bristol City Council?

At Bristol City Council, we go that extra mile for our people; we offer a work environment which is fast moving and supportive, giving you the chance to use your skills and develop new ones within a high-profile organisation. For the majority of our roles hybrid working arrangements are available, giving teams the opportunity to work in a way that suits them, balancing service need and individual choice - mixing both home and office working.

Join us and you\xe2\x80\x99ll receive an excellent rewards package including flexible working and flexitime, membership of the Local Government Pension scheme, and a generous annual leave allowance. In addition, you\xe2\x80\x99ll be working in a supportive environment where you\xe2\x80\x99ll have the chance to make Bristol a better place and contribute to its future.

How do I apply?

If you share our and are ready to be part of our exciting journey please select the apply button below.

To be shortlisted for interview you\xe2\x80\x99ll need to demonstrate how you meet each of the essential criteria in the Person Specification within the Further Information section of your application. On occasion we will receive high numbers of applications, we may then shortlist against the desirable criteria along with the essential criteria, so if you can, please demonstrate how you meet this in your application.

Additional Information

This is a permanent role, 37 hours per week. Your working days will be Monday to Friday 8.00 - 16.00.

If you would like any more information after reading the job advert along with the attached and Person Specification then please contact Rich Griffin, Programme Engineer - or 07823532886.

At Bristol City Council, we value having a workforce as diverse as the city we serve. We therefore welcome, develop and promote people from all sections of the community. Appointments will be made on merit.

Bristol City Council