Job Description
The Role\n\nDue 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 North Yorkshire operations.\n\nThe role will be hybrid, covering a vast area that includes Hull, Selby, York, Scarborough, and more areas across North Yorkshire.\n\nThis is a permanent role and the core working hours are Monday to Friday 8am-4:30pm.\n\nThe Customer\n\nFortem have partnered with Sanctuary Group to deliver an ambitious carbon reduction and net zero programme, transforming the energy efficiency of properties in the north. \n\nDuties and Responsibilities\n\nCustomer Liaison Officer duties and responsibilities include:\n\nProactively follow up on no-access properties to arrange retrofit survey appointments.\nLead resident and community engagement initiatives, building strong relationships with local communities.\nDeliver clear and effective communications to customers and residents about the nature and scope of works.\nAct as the main point of contact for residents, addressing enquiries and concerns professionally and empathetically.\nCoordinate access arrangements to ensure works are delivered smoothly and on schedule.\nResolve access-related or resident issues promptly, escalating where necessary to ensure timely solutions.\nMaintain accurate records of communications, access arrangements, and issue resolutions for project documentation. \n\nWhat You Will Need\n\nThe Customer Liaison Officer will meet the following criteria:\n\nEssential criteria:\n\nPrevious experience of working in a similar role\nAbility to deal with sensitive situations\nResilience and strong negotiation skills\nProficiency in Microsoft Office\nFull Driving LicenceDesirable criteria:\n\nExperience of working within the Social Housing sector \n\nBenefits\n\nCustomer Liaison Officer benefits:\n\nCompetitive salary based on experience with profit related bonus\nMotor Expenditure Allowance (£3,500)\nOption to opt into salary sacrifice car lease\n25 days annual leave + bank holidays + your birthday off (34 days total)\nSick pay\n26 weeks full pay maternity leave\nAnnual pay reviews\n8 weeks full pay paternity leave\nDiscounted gym memberships at national and local gyms\nUp to £3,000 colleague referral fee\nVast directory of training on bespoke in-house Learning Management System\nPrivate healthcare and dental care\nCycle to work scheme\nRetail and mobile phone provider discounts \n\nWho We Are\n\nFortem 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.\n\nWe 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.\n\nOur 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.\n\nWe are Investors in People - Gold, we believe in equality, diversity and respect for all and encourage applications from all sectors of the community.\n\nPlease apply with your updated CV or contact us at the Recruitment team.\n\nNote 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