Customer Liaison Manager
| Posting date: | 01 July 2025 |
|---|---|
| Hours: | Full time |
| Closing date: | 31 July 2025 |
| Location: | warrington |
| Remote working: | Hybrid - work remotely up to 2 days per week |
| Company: | Novus Property Solutions |
| Job type: | Permanent |
| Job reference: |
Summary
Customer Liaison Manager
Based: Warrington office, covering the North region. Typically working Monday to Friday 37.5 hours
Our Customer Liaison Managers sit at the core and heart of everything we do. Ensuring that our teams are working effectively, our contractual commitments are being met and customer needs on site are delivered upon through great communication and relationship building skills.
Your experience in a customer-facing environment, along with ongoing training and development, will give you the ability to solve problems and meet deadlines and lead in the delivery of social value objectives, with the knowledge that what you are doing matters and positively impacts your customers and communities.
Fast paced and progressive, our people take responsibility and thrive in an environment where they are trusted; with a work/life balance that gives them the opportunity to feel motivated and satisfied at work and at home.
What’s in it for you?
Attractive salary & benefits to suit you
27 Days Hols & BH – option to buy or sell holidays
Company pension scheme – up to 7.5%
Car Allowance or Company Car
We also offer a; Discounted Healthcare Scheme, High street & lifestyle discounts including Taste card, a day paid volunteering per year, length of service awards, and more….
An outline of your responsibility – Customer Liaison Manager
In your Region lead and provide guidance to Customer Liaison Officers to ensure their work activities and resources meet the requirements of individual contracts.
Deliver training to Novus colleagues with the aim upskilling and improving standards.
Identify Social Value and Customer Service requirements for each contract, develop action plan agreed with Operations team and manage, deliver and report against these commitments.
Support with planning, managing, coordinating all Novus Social Value initiatives, ranging from; community, charitable, employment and skills activities, incorporating these activities into an annual plan.
Ensure that all areas of the business understand agreed Customer Journey plans and Satisfaction standards and they are adhered to.
Manage and Monitor compliments, dissatisfaction and complaints
Attend Contract meetings with clients to provide overview of Contractual Commitments, Social Value and Customer Service and agree the working methodology.
Implement company and bespoke contract liaison processes and standards.
Gather information and provide regular reports to demonstrate project and overall company performance.
Monitor / Audit live sites to ensure compliance with set agreed standards..
Work with area offices, HR and Training leads to provide training, to support client initiatives and or to recruit from client’s stakeholders.
Work with the bid department to formulate answers in relation to social value and customer service activities for PQQ and ITT submissions and attend win business interviews as required
About you
Working as a Customer Liaison Manager, experience in Social Housing and communication is key along with confident managerial skills. Your ability to be proficient in IT is also essential to fulfil and develop the role. Flexibility is essential with regards to hours and travel. The role requires you to hold a Full UK Driving Licence and a DBS check to be completed
A little bit about us
Novus Property Solutions is a dynamic, award-winning property maintenance, refurbishment, compliance, and decarbonisation specialist with more than 700 colleagues in 19 locations across Great Britain, providing a combination of local knowledge and national strength. We are a social and environmentally responsible family-owned business with a rich 125-year heritage, delivering a range of bespoke services and solutions to a wide variety of clients.
At Novus Property Solutions we value people, and we are committed to building an inclusive and diverse workplace that enables our people to bring their full selves to work. We understand for many reasons, that people very rarely meet all the criteria laid out in the job advert, so, we encourage you to apply to the role even if you do not meet all the criteria or hold all the qualifications. You may be just who we are looking for to join our award-winning Property Maintenance company in this, or another role.
Based: Warrington office, covering the North region. Typically working Monday to Friday 37.5 hours
Our Customer Liaison Managers sit at the core and heart of everything we do. Ensuring that our teams are working effectively, our contractual commitments are being met and customer needs on site are delivered upon through great communication and relationship building skills.
Your experience in a customer-facing environment, along with ongoing training and development, will give you the ability to solve problems and meet deadlines and lead in the delivery of social value objectives, with the knowledge that what you are doing matters and positively impacts your customers and communities.
Fast paced and progressive, our people take responsibility and thrive in an environment where they are trusted; with a work/life balance that gives them the opportunity to feel motivated and satisfied at work and at home.
What’s in it for you?
Attractive salary & benefits to suit you
27 Days Hols & BH – option to buy or sell holidays
Company pension scheme – up to 7.5%
Car Allowance or Company Car
We also offer a; Discounted Healthcare Scheme, High street & lifestyle discounts including Taste card, a day paid volunteering per year, length of service awards, and more….
An outline of your responsibility – Customer Liaison Manager
In your Region lead and provide guidance to Customer Liaison Officers to ensure their work activities and resources meet the requirements of individual contracts.
Deliver training to Novus colleagues with the aim upskilling and improving standards.
Identify Social Value and Customer Service requirements for each contract, develop action plan agreed with Operations team and manage, deliver and report against these commitments.
Support with planning, managing, coordinating all Novus Social Value initiatives, ranging from; community, charitable, employment and skills activities, incorporating these activities into an annual plan.
Ensure that all areas of the business understand agreed Customer Journey plans and Satisfaction standards and they are adhered to.
Manage and Monitor compliments, dissatisfaction and complaints
Attend Contract meetings with clients to provide overview of Contractual Commitments, Social Value and Customer Service and agree the working methodology.
Implement company and bespoke contract liaison processes and standards.
Gather information and provide regular reports to demonstrate project and overall company performance.
Monitor / Audit live sites to ensure compliance with set agreed standards..
Work with area offices, HR and Training leads to provide training, to support client initiatives and or to recruit from client’s stakeholders.
Work with the bid department to formulate answers in relation to social value and customer service activities for PQQ and ITT submissions and attend win business interviews as required
About you
Working as a Customer Liaison Manager, experience in Social Housing and communication is key along with confident managerial skills. Your ability to be proficient in IT is also essential to fulfil and develop the role. Flexibility is essential with regards to hours and travel. The role requires you to hold a Full UK Driving Licence and a DBS check to be completed
A little bit about us
Novus Property Solutions is a dynamic, award-winning property maintenance, refurbishment, compliance, and decarbonisation specialist with more than 700 colleagues in 19 locations across Great Britain, providing a combination of local knowledge and national strength. We are a social and environmentally responsible family-owned business with a rich 125-year heritage, delivering a range of bespoke services and solutions to a wide variety of clients.
At Novus Property Solutions we value people, and we are committed to building an inclusive and diverse workplace that enables our people to bring their full selves to work. We understand for many reasons, that people very rarely meet all the criteria laid out in the job advert, so, we encourage you to apply to the role even if you do not meet all the criteria or hold all the qualifications. You may be just who we are looking for to join our award-winning Property Maintenance company in this, or another role.
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.