The RoleDue to our continued success here at Fortem, we are excited to announce an opportunity for an experienced Customer Liaison Officer to become a pivotal part of our Stonewater Planned Works team. Ideally we are looking for someone to work in and around the Chippenham area. The core working hours are Monday to Friday 8am-4:30pm. The successful candidate will deliver and improve the level of customer and client satisfaction across the business through engaging residents and supporting the Planned manager for planned works.The CustomerOur contract with Stonewater is long term with the option to extend the partnership again. On our contract we cover over 7,500 houses in 4 different areas of the South-West, from Taunton and Yeovil, over to Bristol and Swindon and down to Salisbury and Bournemouth. We currently deliver Repairs & Maintenance, Voids, Capital Works and an Electrical Service program. We pride ourselves on our great customer service and our senior leadership team has years of experience within this sector which can help you develop your learning and knowledge base.Duties and Responsibilities* Ensure all forms of communication are created, implemented, and understood by all links in the communication chain, i.e., office, site and client* Full compliance with Health Safety at Work Act and Fortem's processes and procedures* Ensure all choices and preparations that are required to be made, are done in a timely manner, to suit the customer and lead times applicable* Notify customers of the intended start dates for the work and update the customers accordingly* To manage customer expectations by ensuring they understand the nature and scope of works, the likely extent of disruption during the works and the mutual obligations of themselves and the contractor before, during and after the works, by undertaking a resident induction visit* Ensure you visit/contact customers regularly* Deal with any issues/complaints on behalf of the customers, resolving them in order to stop complaints being registered in accordance with company standards* Ensure that you sign in and out of a property, when on site, and wear and act in accordance with PPE and site regulations* Ensure Planned Manager is aware of any customer requirements/issues and update and coordinate responses accordingly* To identify diversity issues relating to residents & neighbours affected by the work and liaise with colleagues to ensure these issues are properly considered during the planning and execution of works* Ensure any commitments given to residents are within operating restrictions* To secure feedback from all residents affected by the work is in the form of a satisfaction questionnaire when the work is completed* Work under the direction of the Planned works manager with support from the operational team for the contract* Work closely with the clients' resident officersWhat You Will NeedEssential* Previous experience, in a customer facing environment* Ability to deal with sensitive situations, interpersonal skills, problem solving, patience and understanding* Ability to prioritise and work flexibly within the allotted hours* Full driving licence* Ability to communicate using written and verbal skills* Ability to prioritise workload* Communicate courteously and positively at all levels* Working knowledge of MS Excel and WordDesired* Previous social housing experience* Awareness of diversity issues* Customer service skills* Technical knowledge - bathroom & kitchen installations* CDM awareness Travel and overnight stays may be required.BenefitsCustomer Liaison Officer benefits:* Competitive salary based on experience with profit related bonus* Motor Expenditure Allowance (£3,500)* Option to opt into salary sacrifice car lease* 25 days annual leave + bank holidays + your birthday off (34 days total)* Sick pay* 26 weeks full pay maternity leave* Annual pay reviews* 8 weeks full pay paternity leave* Discounted gym memberships at national and local gyms* Up to £3,000 colleague referral fee* Vast directory of training on bespoke in-house Learning Management System* Private healthcare and dental care* Cycle to work scheme* Retail and mobile phone provider discountsWho We AreFortem are Social Housing property experts. It is our sole focus, and the only sector we have worked in since inception in 2002. We successfully deliver works across three workstreams - Repairs & Maintenance, Capital Works and Retrofit. Our mission is to raise the bar in Social Housing and help our clients provide safe, warm and decent homes for people to live in - because Every Home Matters.We are a Willmott Dixon Group Company. As such, we benefit from the credibility and recognition associated with a large and long-established brand - whilst as a standalone business within the Group, we maintain the flexibility to adapt our services to meet the unique challenges of the social housing marketplace. Our success is due to our people. They are passionate, committed and care about what we deliver for our clients and partners and residents. We take pride in developing our employees and supporting them to achieve their potential. For us, a sustainable future is about ensuring we continue to develop our people for our future needs and recruiting the right talent. Our culture, built around Courage, Care and Respect, ensures that we always deliver not only the job done but, most importantly, the job done in the right way.We are Investors in People - Gold, we believe in equality, diversity and respect for all and encourage applications from all sectors of the community. Please apply with your updated CV or contact us at the Recruitment team. Note for Recruitment Agencies: We have an agreed PSL, we do not accept speculative CV's from agencies. If speculative CVs are sent, no fee will be applicable