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Customer Liaison Officer
| Posting date: | 24 May 2024 |
|---|---|
| Salary: | £29,224 to £29,224 per year |
| Hours: | Full time |
| Closing date: | 07 June 2024 |
| Location: | Sunderland, Tyne & Wear |
| Remote working: | On-site only |
| Company: | Gentoo Group Ltd |
| Job type: | Permanent |
| Job reference: |
Summary
About the role:
Gentoo is a values-led, charitable organisation that provides more than 60,000 people in Sunderland with a place they can call home. We have a clear vision and a social purpose. We believe that everyone has the right to live in a good quality home that they can afford.
We have a new and exciting opportunity to join our Property Maintenance Team as a Customer Liaison Officer, the role will ensure effective liaison with various contractors, stakeholders and colleagues to ensure a seamless, customer focused service is delivered to Gentoo’s customers during their repairs journey.
This role will manage all additional contacts, proactively monitor customer commitments and appointments, and ensure all confirmed work orders are analysed to verify correct completion and ensure contractors deliver on performance indicators.
This role will also play a key part in supporting the consultation and engagement with customer’s, leaseholders, freeholders and other key stakeholders including Housing Management
The successful applicant will be able to identify customer needs and expectations, to deliver service requests, ensuring the customer receives an effective service by being efficient, knowledgeable and consistent in delivery, with the objective of achieving first contact resolution.
The role is subject to a basic DBS paid for by Gentoo.
What we are looking for:
We are looking for someone who:
- Is an excellent communicator with brilliant customer service skills, passionate about first time resolution who has empathy for our customers going through complex or a major repairs journey.
- Effective liaison with proven first contact resolution skills
- Highly motivated with exceptional organisational skills.
- Flexible approach to ensure customer's expectations are met and adhered too.
As part of the role it is essential the successful applicant has the following experience:
- Experience of managing relationships with customers, internal and external stakeholders
- Ability to work as an integral part of a team
- Experience in working in a customer focused way
- Experience of supporting delivery teams managing contractors’ performance and health and safety on multiple projects and demonstrating excellent negotiation and challenge skills to resolve any issues
Some of our great benefits include:
31 days annual leave (plus bank holidays) with an option to purchase up to 5 additional days per year.
Early finish on a Friday.
Free Health Cash Plan, with cashback for dental, optical, physio, wellbeing therapies and more, with some free child cover.
Access to private healthcare through the Health Cash Plan.
Competitive Aviva pension scheme - Gentoo will contribute up to 10% based on your personal contribution.
Salary sacrifice electric vehicle scheme
Enhanced family-friendly leave
Car mileage allowance if you use your personal vehicle for business purposes.
Life assurance cover to the value of 3 times your annual salary.
Gentoo is a values-led, charitable organisation that provides more than 60,000 people in Sunderland with a place they can call home. We have a clear vision and a social purpose. We believe that everyone has the right to live in a good quality home that they can afford.
We have a new and exciting opportunity to join our Property Maintenance Team as a Customer Liaison Officer, the role will ensure effective liaison with various contractors, stakeholders and colleagues to ensure a seamless, customer focused service is delivered to Gentoo’s customers during their repairs journey.
This role will manage all additional contacts, proactively monitor customer commitments and appointments, and ensure all confirmed work orders are analysed to verify correct completion and ensure contractors deliver on performance indicators.
This role will also play a key part in supporting the consultation and engagement with customer’s, leaseholders, freeholders and other key stakeholders including Housing Management
The successful applicant will be able to identify customer needs and expectations, to deliver service requests, ensuring the customer receives an effective service by being efficient, knowledgeable and consistent in delivery, with the objective of achieving first contact resolution.
The role is subject to a basic DBS paid for by Gentoo.
What we are looking for:
We are looking for someone who:
- Is an excellent communicator with brilliant customer service skills, passionate about first time resolution who has empathy for our customers going through complex or a major repairs journey.
- Effective liaison with proven first contact resolution skills
- Highly motivated with exceptional organisational skills.
- Flexible approach to ensure customer's expectations are met and adhered too.
As part of the role it is essential the successful applicant has the following experience:
- Experience of managing relationships with customers, internal and external stakeholders
- Ability to work as an integral part of a team
- Experience in working in a customer focused way
- Experience of supporting delivery teams managing contractors’ performance and health and safety on multiple projects and demonstrating excellent negotiation and challenge skills to resolve any issues
Some of our great benefits include:
31 days annual leave (plus bank holidays) with an option to purchase up to 5 additional days per year.
Early finish on a Friday.
Free Health Cash Plan, with cashback for dental, optical, physio, wellbeing therapies and more, with some free child cover.
Access to private healthcare through the Health Cash Plan.
Competitive Aviva pension scheme - Gentoo will contribute up to 10% based on your personal contribution.
Salary sacrifice electric vehicle scheme
Enhanced family-friendly leave
Car mileage allowance if you use your personal vehicle for business purposes.
Life assurance cover to the value of 3 times your annual salary.
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.