Customer Liaison Officer; CLO

Due to our continued growth and success here at Fortem, we have a new permanent opportunity for a skilled Customer Liaison Officer to become a pivotal part of our Amplius Housing Planned works team

You will be predominantly based across sites in Northamptonshire, with travel to attend meetings at the Amplius Housing offices based in Rushden. Therefore, a car for travel is essential.

This role will suit candidates who promote continuous improvements, enhance customer and client satisfaction which will involve strong customer complaint handling.

As a Customer Liaison Officer, you will collaborate closely with tenants, providing invaluable support to our Site Team to ensure seamless project delivery and heightened customer experiences.

Full time Hours are Monday-Friday 8.00am-4.30pm

Fortem Solutions is a nationwide organisation with over 20 years of experience in the social housing sector, delivering Repairs & Maintenance, Planned Works, Retrofit, Capital Works and Decarbonisation services within Local Authorities and Housing Associations.

Fortem’s successful contract with Amplius supports nearly 15,000 properties, This includes Repairs & Maintenance, Voids, Complex Works and FRA work streams with additional Planned Works and Preventative Maintenance as well

Working on the delivery various Social Housing projects, you will play a key role in resident and community engagement initiatives and communications, liaising with customers and residents to ensure a clear understanding of the nature and scope of works happening.

You will coordinate access arrangements as necessary, ensuring any issues or concerns are resolved quickly and effectively, in order for works to be completed to schedule

Essential Criteria:

• Previous experience of working in a customer facing environment with complaint handling expertise
• Ability to deal with sensitive situations
• Resilience and strong negotiation skills
• Proficiency in Microsoft Office
• Full UK Driving Licence (Max 5 points)

Desirable Criteria:

• Previous undertaking of a similar role
• Awareness of diversity issues

Fortem embraces diversity in the workplace and encourages applications from all sectors of the community.

Benefits:

• Competitive Salary with MEA Car allowance of £4,000 per annum
• 25 days annual leave + bank holidays & your birthday off* (34 days total)
• 26 weeks full pay maternity leave
• 8 weeks full pay paternity leave
• Discounted gym memberships at national and local gyms
• Up to £3,000 colleague referral fee
• Vast directory of training on bespoke in-house Learning Management System
• Other benefits including Private pension, Life Insurance, dental care, private healthcare, cycle-to-work scheme, mobile phone provider discounts & more

Established in 2002, Fortem provides specialist property solutions for the social housing sector. Tailored to keep homes running smoothly, Fortem prides itself on working with Social Landlords to provide a warm, safe and decent place for people to live and call home. Fortem operates exclusively within the Social Housing Sector, employing customised systems, procedures, and methodologies to assist landlords in fulfilling their distinct requirements and complying with regulations.

Currently rated 4.3 on Glassdoor, 90% would recommend to a friend!

Fortem are a Willmott Dixon Group Company, delivering a range of internal and external property repairs on a 24/7 basis, refurbishes vacant properties back to lettings standards, provides statutory compliance services including gas, electrical and fire safety as well as installing a wide variety of home improvements such as Kitchens, Bathrooms, Roofs and Windows and energy efficiency measures though retrofit programmes.

As such, they benefit from the credibility and recognition associated with a large and long-established brand – whilst as a standalone business within the Group, they maintain the flexibility to adapt our services to meet the unique challenges of the social housing marketplace.

We are proud of be Investors in People - Gold, we believe in equality, diversity and respect for all and encourage applications from all sectors of the community.

To apply, please submit your CV or contact