Location: Wrexham office (site based, travelling around South Shropshire, Hereford surrounding areas). Typical working hours 37.5hrs, 8.30am to 5.00pm.
Job Overview: Contract Liaison Officers sit at the core and heart of everything we do. They ensure our teams are working effectively and that our customers are satisfied, through strong communication and relationship building skills.
You will have experience in a customer‑focused environment, and ongoing training and development will give you the ability to solve problems and meet deadlines while positively impacting customers and communities. You will work on tenanted social housing properties delivering kitchen, bathroom, aids and adaptations, window and door replacements, electrical and central heating upgrade works.
Our fast‑paced and progressive environment trusts our people and offers a work/life balance that motivates and satisfies them at work and home.
What’s in it for you?
- Attractive salary & benefits.
- 27 days holiday & bank holidays – option to buy or sell.
- Company pension scheme – up to 7.5%.
- Car allowance or fleet van.
- Discounted healthcare scheme, high street & lifestyle discounts including Taste card, a day paid volunteering per year, length of service awards, and more.
A Outline of Your Responsibility
- Support the site or contract with liaison between customers, clients and the wider community.
- Deliver and manage Social Value and excellent customer service as key parts of the overall service Novus provides to clients, with a passion to go the ‘extra mile.’
- Lead on delivering all added‑value contractual commitments including planning and diarising community, skills and employment initiatives, keeping them in line with the Social Value Act.
- Handle enquiries/issues relating to varying works delivered by our site teams and sub‑contractors, acting as the ‘voice and face’ at a contract and site level.
- Establish an effective communications system to keep the site team informed whilst maintaining good relationships with customers and the Novus team.
- Coordinate the 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 throughout the customer journey, offering colour choices for flooring, tiles, paint and sketching designs and measuring.
- Deal with complaints and resolve concerns in a positive manner.
- Initiate and generate technical instructions, site notes and other site observations through excellent administration skills and good knowledge of MS Office and internal systems.
- Identify possible case studies showing excellent customer service and social value impact to clients for use in tendering new contracts.
- Promote all 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 is essential. Communication is key, along with confident presentation skills. Proficiency in IT is essential. Flexibility with respect to hours and travel is required. A full UK driving licence is required and a DBS check will be completed.
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