Overview
Our Contract Liaison Officers sit at the core and heart of everything we do. Ensuring that our teams are working effectively and because of your great communication and relationship building skills our customers are happy. Responsible for supporting site or contract with liaison between customers, clients and wider community. Delivering and managing Social Value and an excellent Customer Service are key parts of the overall service Novus provide to our clients, with a passion to go the 'extra mile'. Lead on delivering all added value contractual commitments including planning and diarising community, skills and employment initiatives, keeping these in line with the Social Value Act. Dealing with enquiries/issues relating to varying works delivered by our site teams and sub-contractors. You will act as the 'voice and face' at a contract and site level, demonstrating experience of delivering social value and a customer focused service in what can be a demanding public facing environment. Establish an effective communications system to keep all the site team informed whilst maintaining good relationships with the customers and Novus team. Coordinate the distribution and maintain information regarding upcoming and current works and contractual commitment along with any relevant reporting required. Carry out face to face site visits with client and customers. Dealing with complaints and resolving concerns in a positive manner. Initiate/generate technical instructions, site notes and other site observations through excellent administration skills and good knowledge of MS Office/internal systems. Identify possible case studies showing excellent Customer Service and Social Value impact to clients and for use in tendering new contracts. Promote all good news stories and all initiatives with Marketing, ensuring we capture the good work we do.
Responsibilities
* Frontline liaison between customers, clients and the wider community to support site or contract needs.
* Deliver and manage Social Value and excellent Customer Service as part of the service to clients.
* Lead on delivering added-value contractual commitments, including planning and diarising community, skills and employment initiatives in line with the Social Value Act.
* Handle enquiries/issues related to works delivered by site teams and sub-contractors; act as the voice and face at contract/site level.
* Establish effective communications to keep the site team informed and maintain good client relationships.
* Coordinate distribution and maintain information on upcoming/current works and reporting requirements.
* Conduct face-to-face site visits with clients and customers.
* Deal with complaints and resolve concerns positively.
* Initiate/generate technical instructions, site notes and other site observations with strong administration skills and MS Office knowledge.
* Identify case studies showing customer service and social value impact for use in tendering.
* Promote good news stories and initiatives with Marketing.
Qualifications and Experience
Your experience in a customer-facing environment, together with ongoing training and development, will enable you to solve problems and meet deadlines while understanding that your work matters and positively impacts customers and communities. Relevant experience includes working in Social Housing Tenanted properties on planned refurbishment works (e.g., kitchens & bathrooms, windows, doors, electrical/ boiler replacement schemes). Previous experience as a Contract/Resident/Tenant Liaison Officer on tenanted refurbishment works is preferred. Face-to-face customer service experience is essential, as communication is key, along with confident presentation skills. Proficiency in IT is essential to fulfill and develop the role. Flexibility regarding hours and travel is required. A Full UK Driving Licence is required and a DBS check will be completed.
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. In some recruitment situations (high-volume, seasonal, high-peak times), the employer may limit the overall number of interviews offered to both disabled and non-disabled people. For more details please go to.
Company and Values
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. We are a social and environmentally responsible family-owned business with a rich 129-year heritage, delivering a range of bespoke services and solutions to a wide variety of clients. We value people and are committed to building an inclusive and diverse workplace that enables us to bring our full selves to work. We encourage you to apply even if you do not meet all criteria.
What’s in it for you?
* Attractive salary and benefits
* 27 days holidays plus Bank Holidays (BH) – option to buy or sell holidays
* Company pension scheme – up to 7.5%
* Car allowance or Fleet van
* Discounted healthcare scheme, high street and lifestyle discounts (Taste card)
* One day of paid volunteering per year
* Length of service awards and more
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