Contract Liaison Officer

Overview

Our Contract Liaison Officers sit at the core and heart of everything we do. Your strong communication and relationship‑building skills ensure our teams work effectively and our customers stay satisfied.

Responsibilities

• Support site or contract as liaison between customers, clients and the wider community.
• Deliver and manage Social Value and excellent customer service across the overall service.
• Lead on delivering all added‑value contractual commitments, including planning and scheduling community, skills and employment initiatives in line with the Social Value Act.
• Respond to enquiries and issues relating to works delivered by site teams and sub‑contractors.
• Act as the ‘voice and face’ at contract and site level, demonstrating experience in delivering social value and a customer‑focused service.
• Establish an effective communication system to keep all site team members informed while maintaining good relationships with customers and the Novus team.
• Coordinate distribution and maintain information regarding upcoming and current works, contractual commitments and relevant reporting.
• Carry out face‑to‑face site visits with clients and customers.
• Deal with complaints and resolve concerns positively.
• Initiate and generate technical instructions, site notes and other observations using excellent administration skills and knowledge of MS Office and internal systems.
• Identify possible case studies that demonstrate customer service and Social Value impact for use in tendering new contracts.
• Promote good news stories and initiatives with Marketing to showcase the good work we do.

Qualifications & Experience

• Experience in a customer‑facing environment.
• Experience working in social housing, tenanted properties on planned refurbishment works (kitchen, bathroom, window and door upgrades).
• Previous role as a contract, resident or tenant liaison officer, or similar.
• Confidence in presentation skills and face‑to‑face customer service.
• Proficiency in IT, including MS Office and internal systems.
• Flexibility with regard to hours and travel.
• Full UK driving licence.
• DBS check will be completed.

Benefits

• Attractive salary and benefits to suit you.
• 27 days holiday and bank holidays – option to buy or sell holidays.
• Company pension scheme – up to 7.5% contribution.
• Car allowance or fleet van.
• Discounted healthcare scheme.
• High‑street and lifestyle discounts, including Taste Card.
• One day paid volunteering per year.
• Length‑of‑service awards.

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