Contract Liaison Officer
Based at the York office, you will work with sites around Middlesbrough, Redcar, Scarborough, and Filey, approximately 37.5 hours per week Monday to Friday with travel to the York office about once a week.
Our Contract Liaison Officers are central to ensuring our teams work effectively and that customers are satisfied through excellent communication and relationship building.
With customer‑facing experience and ongoing training you will solve problems, meet deadlines, and have a positive impact on our customers and communities.
You will work on Social Housing tenanted properties during planned refurbishment works, including fire door upgrades and replacements in multihousing buildings, as well as various internal and external refurbishment projects.
You will thrive in a fast‑paced, progressive environment that trusts you and provides a work/life balance that keeps you motivated.
Benefits
- Attractive salary and benefits
- 27 days holiday and bank holiday‑opt‑in or sale option
- Company pension scheme – up to 7.5%
- Car allowance or fleet van
- Discounted healthcare scheme and high street & lifestyle discounts (e.g., Taste card)
- Paid volunteering day per year
- Length of service awards
Responsibilities
- Support sites or contracts by liaising between customers, clients, and the wider community
- Deliver and manage Social Value and excellent customer service as part of the overall service provided to clients, going the ‘extra mile’
- Lead on delivering all added‑value contractual commitments, including planning and scheduling community, skills, and employment initiatives in line with the Social Value Act
- Handle enquiries and issues related to varying works delivered by site teams and sub‑contractors, acting as the ‘voice and face’ at contract and site levels to demonstrate social value and customer‑focused service in a demanding public‑facing environment
- Establish an effective communications system to keep all site teams informed while maintaining good relationships with customers and the Novus team
- Coordinate the distribution and maintain information regarding upcoming and current works, contractual commitments, and any relevant reporting required
- Conduct face‑to‑face site visits with clients and customers
- Deal with complaints and resolve concerns in a positive manner
- Initiate and generate technical instructions, site notes, and other observations through excellent administration skills and good 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 all good news stories and initiatives with marketing, ensuring we capture the good work we do
Qualifications
- Previous experience as a Contract/Resident/Tenant Liaison officer working on tenanted internal or external refurbishment works within Social Housing preferred
- Working in a face‑to‑face customer service environment is essential
- Excellent communication and confident presentation skills essential
- Proficient in IT essential to fulfil and develop the role
- Flexibility essential with regard to hours and travel
- Full UK Driving Licence required
- DBS check will be completed
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