CUSTOMER LIAISON OFFICER
Assignment Length: 3-month temporary contract (extension likely)
Location: Havant and Hayling Island
Rate: £21.38 per hour (£19,453 per annum pro rata)
Hours: 17.5 hours per week - Monday (full day), Tuesday (full day), Wednesday (morning)
Driving Licence: Essential
DBS: Basic DBS required
Oracle ID: 13680
The Opportunity
PMR is working with an Housing Association to recruit a Customer Liaison Officer on a temporary basis, covering sites across Havant and Hayling Island. This is a visible, community-facing role at the heart of housing service delivery - ideal for someone who thrives working independently, enjoys direct customer contact and is confident managing a varied workload across housing, estates, lettings, income and ASB.
The successful candidate will act as the primary local contact for stakeholders, resolving issues, coordinating actions across internal teams and upholding high service standards throughout.
The Role
Key responsibilities include:
Provide a visible, accessible face-to-face service to renting customers, homeowners and shared-owners in line with the Service Style
Coordinate and track actions with Estate Services, Asset Services and Specialist teams to resolve customer issues and meet or exceed expectations
Complete regular estate inspections, identifying and addressing quality and safety issues promptly
Address anti-social behaviour, fly-tipping, graffiti and safeguarding concerns in line with procedure
Support income maximisation and debt reduction across defined customer areas
Deliver an effective lettings service, ensuring a positive customer experience from day one
Complete Health & Safety and compliance actions including Fire Risk Assessments
Attend court hearings and support eviction processes where required
Act as the primary contact for local stakeholders including residents' associations, Local Authority services and the police
Manage own appointment diary and organise customer visits in response to service requests
Use performance data to monitor and improve own outputs and those of others
Maintain accurate and detailed customer records on Guinness systems
Manage allocated budget and remain within agreed parameters
Skills & Experience
Essential
Excellent customer service skills with strong communication and interpersonal ability
Highly self-motivated with the ability to plan and work effectively with minimal supervision
Strong time management and prioritisation skills, with a value-for-money approach
Confident using mobile technology and IT systems while working in the field
Proven problem-solving and decision-making skills, with resilience in challenging situations
Comfortable analysing data and drawing practical conclusions
Experience working in an environment of legislative and organisational change
Desirable
Experience working in the housing or property sector
Knowledge of regulatory legislation for social housing
Academic or professional qualifications in Housing and/or Tenancy Management
Previous budget management experience
Additional Requirements
Full UK driving licence - essential
Mobile working required
Flexibility for occasional evening and weekend working
Willingness to travel to other regional or national locations as needed
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