You know that moment when a customer feels genuinely listened to? That's the moment you'll create time and time again - when a customer feels truly seen, heard and valued because you took the time to understand what matters to them. Being customer driven isn't just part of this role; it defines it. And if that's what motivates you, you'll thrive here. About the Role As our Customer Liaison Officer for kitchen upgrades, you'll bring clarity and calm to every stage of the customer journey. During home visits, you'll help customers choose their new kitchen, answer questions, resolve concerns and keep them in the loop throughout the project. Your presence - from the first conversation to the last inspection - ensures every customer feels guided, reassured and excited about their new space. What you'll be doing: * Lead on all customer communication relating to planned and cyclical kitchen upgrade works within your workstream - before, during and after the works take place. * Visit customers to agree their initial choices, resolve any questions or queries, and, once works are completed, help them understand their new installation or system. * Work collaboratively with the Selwood Delivery team and contractors to provide accurate customer information, share updates and communicate any changes as they arise. * Carry out post inspections with customers and supervisors, ensuring all outcomes are recorded and maintained accurately. * Ensure strict compliance with company and legislative requirements. What we're looking for: We're looking for someone who shares our values - someone who builds trust, supports others and ensures every customer interaction is handled with care, clarity and professionalism. Customer Driven - You put customers at the heart of every conversation. You listen actively, resolve queries with empathy and pace, and ensure every customer leaves feeling informed and valued. Accountability - You take ownership of customer issues from start to finish. You follow processes, track cases accurately, and take responsibility for delivering timely and high‑quality outcomes. Develop & Learn - You stay curious and open to new approaches. You look for ways to improve the customer experience, strengthen our processes and enhance your own capability. Champion Communication - You communicate clearly and confidently with customers and colleagues. You translate complex information into simple, helpful updates and keep everyone aligned throughout the journey. You'll bring: * Proficiency with MS Office packages and producing documents to a high standard of accuracy. * Strong communication skills, both written and verbal. * Customer service experience. * Attention to detail. * Knowledge of Health & Safety procedures and processes, with the ability to monitor and ensure compliance. * A full UK driving licence and access to your own vehicle for business use. * Ability to work in a hybrid pattern, including time on site, in the office and working from home. For further information on the role, please review the job description attached to the advert. Pre-employment requirements The successful candidate will be required to complete a Basic DBS check, a Right to Work check, and a DVLA licence check. Working hours You will be required to be on site and ready to start at 08:00, working through to 17:00 with a one-hour unpaid lunch break. Business mileage can be claimed and will be reimbursed monthly through salary. Why join Selwood Housing? At Selwood Housing, we believe everyone deserves a safe, secure and affordable place to call home. As a not‑for‑profit housing organisation, we own and manage over 7,000 homes across the Southwest - and we're growing. With a bold ambition to build 1,700 new affordable homes by 2034, we're investing in the future of local people and places. Some of our benefits include: * Competitive salary * Generous holiday entitlement * Life assurance * Flexible working opportunities * Competitive pension * Cycle to work scheme * Ongoing training and development * A supportive team environment where your contribution really matters. If you're passionate about supporting customers and shaping a positive journey from start to finish, we'd love to hear from you! Our Commitment to Diversity & Inclusion: At Selwood, we strive to respect the diversity of our staff. We care deeply about inclusivity and encourage candidates from all backgrounds, demographics and identities to apply. We are a Disability Confident employer and will do our very best to provide any adjustments, access or equipment you may need throughout the interview process and during your employment with us. We are keen to build a supportive and rewarding environment, free from discrimination, which works for everyone. The closing date of this advert is subject to change based on the volume of applications or the hiring timeline.