Customer Liaison Officer | Current Vacancies

Job Description

Job Title: Customer Liaison Officer (Permanent)
Hours: 37 hours per week (to be worked flexibly in line with business needs)
Salary: £28,884 per annum (*Plus Regular User Mileage Allowance)

Location: Based at Gadbrook Park, Northwich, the role will be out working across the stock of Weaver Vale Housing Trust’s core locations: Warrington and Cheshire

Flexibility to work from a variety of places including our office at Gadbrook Park, Northwich and home (dependent on the job role and the needs of our customer, our organisation and our teams)

Are you looking for an exciting opportunity working as part of a professional, engaged, and friendly organisation? Our values are Compassionate, Accountable, Respectful and Exceptional, we are constantly striving to demonstrate these values in our day to day working environment and culture.

The Opportunity

Weaver Vale Housing Trust has an exciting opportunity for someone who is looking to develop their career with a great company.  We are looking for a driven, diligent, and friendly Customer Liaison Officer to join our Property Team.

What Will You Do?

The primary purpose of this role is to provide key customer liaison support for the delivery of a high-quality, customer-focused services in relation to the overall maintenance and improvement of the organisation’s homes and assets. This includes acting as the main point of contact between the Trust, contractors, and customers, ensuring all residents’ needs are considered and addressed by facilitating effective communication, managing expectations, and resolving customer concerns related to property repairs and maintenance.

This role requires someone who has the customer at the heart everything they do, who is outgoing and personable and is able to deal with problems and ensure satisfactory outcomes.

Minimum Requirements For This Role*

• Grade GCSE 4-9 / A* - C (Math’s and English) or equivalent level of qualification
• Previous customer liaison experience in a customer-focused, high-quality repairs service and planned maintenance programme, including larger-scale programmes of work.
• Must be able to demonstrate a commitment to customer service within a repairs service and planned maintenance programme.
• Previous experience of working within a performance focused environment and have a proven track record of successfully meeting performance targets.
• Able to demonstrate previous high-performance levels in terms of customer service and support and complaint/issue resolution.
• A good understanding of the customer-related requirements for Social Housing providers from the recent Housing White Paper in relation to the Charter for Social Housing Residents

Due to the nature of the role, a full current driving license, business insurance and access to a car is essential.  The role will also require the successful candidate to undergo a DBS check.

In line with the Trust’s Disclosure & Barring Policy, please confirm WITHIN YOUR APPLICATION if you have any current convictions under the Rehabilitation of Offenders Act 1974. Applicants will be subject to a DBS check.

Additionally, due to the flexible working arrangements with this role, you will need access to a room where you can work from and a suitable internet connection.

*Please see Accountability profile for further information and requirements.

Benefits

• Competitive salary
• Generous annual leave entitlement - 24-29 days (entitlement increases 1 day each year, over the first 5 years) holidays plus UK public/bank holidays (based on level of service) (part time pro rata)*
• Ability to buy up to 5 days additional annual leave* (pro rata for part-time) each year*
• 12% employer contribution to our Pension Scheme (minimum 2% employee contribution) with life assurance benefit*.
• Contribution to the cost of nursery or afterschool care to help with childcare costs*
• Commitment to support your ongoing learning and development, with the opportunity to develop a range of transferable skills.
• Day off for your Birthday to be taken during your birth month (based on contractual hours)
• One day’s paid leave (per year) to support a charity or community group of your own choice*
• Candidate Referral Scheme*
• An annual Health and Wellbeing Allowance or the option to enrol in a Health Cash Plan*
• ‘Thank you’ gift for your continuous service starting at 5 years’ service, and every 5 years’ thereafter.
• 24/7, 365 day Employee Assistance Programme (EAP) including free counselling
• Compensation for professional memberships which are an expressed requirement
  for the role. 
• Free annual flu vaccines and free Eye Care Vouchers every 2 years*
• Discounts on a gym membership and phone contract
• Cycle to work scheme*
• Free to use car park at our office on Gadbrook Park
• Involvement in regular health and wellbeing initiatives and charity fundraising activities
• Opportunities to give feedback and join various colleague forums, to help shape change at the Trust.

* Benefits offered providing you meet the eligibility criteria

HOW TO APPLY:

Closing date for applications:          Friday 11/04/2025 (12:00 noon)

(Please be aware that applications received after this time may not be considered)

In person Interview date(s):             Week Commencing 14/04/2025

Please click here: 20250320 Customer Liaison Officer Job Information Pack.pdf [pdf] 330KB to review the job Information pack  for further information and submit your CV with a covering letter (max. 2 pages) demonstrating how you meet the Essential and Desirable criteria in relation to the accountability profile, please send to: careers@wvht.co.uk

Those applicants that consider themselves to have a disability and meet the essential criteria within the accountability profile for the role will be guaranteed an interview.  Please confirm within your application if you consider yourself to have a disability and if so, what reasonable adjustments may be required for you to attend an interview or assessment.

Disclaimer:

• We may conduct social media checks from sources such as Google, Facebook and LinkedIn to assist us in our assessment of your suitability for the role.
• We reserve the right depending on application numbers to close or extend the closing dates for positions; we would therefore recommend an early application.
• Once a vacancy has closed, we are unable to consider further applications, so please submit your application as soon as possible to avoid disappointment.
• The recruiting manager will review your skills and experience to determine if there is a match with the position you have applied for. If there is, we will contact you by phone or email to schedule an interview / assessment. If not, you will not be contacted.
• We would love to respond to all unsuccessful applications but due to the number we receive this is unfortunately not possible. We will respond to all shortlisted applications within 3 weeks of a vacancy closing. If you haven’t heard from us during this time, we will not be pursuing your application any further.
• Successful applicants will be required to provide evidence of their Right to Work in the UK evidence of essential qualifications, complete a health questionnaire and undertake a DBS check (if relevant to the role).
• We reserve the right to refuse applications if they do not have an accompanying cover letter.

We appreciate your interest in Weaver Vale Housing Trust and the time you have invested in applying to us.

The Trust invites applications from all members of the community, irrespective of Gender, Gender reassignment, Sexual orientation, Race, Religion or belief, Disability, Age, Pregnancy and maternity, Marriage and civil partnership.