Based: Birmingham office working on sites across West Midlands, Worcester and Nottingham – typically 37.5 hours per week Monday to Friday.
Our Contract Liaison Officers sit at the core and heart of everything we do, ensuring our teams work effectively. Your communication and relationship‑building skills keep our customers happy.
Your experience in a customer‑facing environment and ongoing training will allow you to solve problems, meet deadlines and positively impact customers and communities. You’ll support tenanted social housing properties on planned refurbishment works, including fire door upgrade, replacements in multi‑occupancy buildings and passive fire protection measures.
Fast‑paced and progressive, our people thrive in an environment where they are trusted. Work/life balance gives them the opportunity to feel motivated and satisfied at work and at home.
What’s in it for you?
- Attractive salary & benefits
- 27 days holidays and bank holidays – option to buy or sell holidays
- Company pension scheme – up to 7.5%
- Car allowance or fleet van
- Discounted healthcare scheme, high‑street & lifestyle discounts including Taste card, a day of paid volunteering per year, length of service awards and more.
Responsibilities
- Support site or contract with liaison between customers, clients and the wider community.
- Deliver and manage social value and excellent customer service, going the ‘extra mile’.
- Lead on delivering all added‑value contractual commitments, including planning and diarising community, skills and employment initiatives, in line with the Social Value Act.
- Deal with enquiries/issues related to varying works delivered by site teams and sub‑contractors, acting as the ‘voice and face’ at contract and site level.
- Establish an effective communications system to keep the site team informed while maintaining good relationships with customers and the Novus team.
- Coordinate distribution and maintain information regarding upcoming and current works and contractual commitments, along with any relevant reporting required.
- Carry out face‑to‑face site visits with clients and customers.
- Deal with complaints and resolve concerns in a positive manner.
- Initiate/generate technical instructions, site notes and other site observations through excellent administration skills and knowledge of MS Office/internal systems.
- Identify possible case studies showing excellent customer service and social value impact for use in tendering new contracts.
- Promote good news stories and initiatives with marketing, ensuring we capture the good work we do.
About you
Previous experience as a Contract/Resident/Tenant Liaison officer on tenanted internal refurbishment works, preferably with a social housing background. Face‑to‑face customer service experience is essential, as is strong communication and confident presentation skills. Proficiency in IT and good knowledge of MS Office/internal systems is required. Flexibility with hours and travel is essential. A full UK driving licence is required; a DBS check will be completed.
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