Customer Liaison Officer x 2 roles

Job Description

Customer Liaison Officer x 2 rolesLocation: Liverpool/St Helens/Warrington Salary: £24,500 pro rata Contract Type: Full time, Permanent Hours: 37 hours per weekClosing Date: 4th January 2023 The RoleA growth and regeneration group with a strong social purpose, Torus works in partnership with Liverpool City Region and the North West to improve lives and create thriving, vibrant communities through support, investment, development and regeneration.We own and manage around 40,000 homes in Warrington, St Helens, Liverpool and beyond, making Torus the regions largest affordable housing provider.Profits generated by group members Torus Developments and HMS are reinvested into our charitable arm Torus Foundation, a community anchor institution, to fund projects that build social capital and fulfil our mission of growing stronger communities.We have an opportunity for 2 customer liaison officers to join our Asset Compliance Team.As a key member of the Torus Asset Compliance team the Customer Liaison Officer will assist to deliver a highly professional service focusing on liaison with tenants, residents, contractors and Torus staff to ensure smooth delivery of compliance servicesacross the property portfolio.The role will focus on liaison with customers through a variety of means including face to face, telephone and digital ensure that the compliance servicing programmes are delivered in a professional manner and ensure compliance with the regulations. Therole is key to delivering an effective service, reducing instances of no access and ensuring customers understand the importance of these regulatory checks.This is an important role in which you will:

• Liaising closely with Tenants, housing officers & Scheme Managers regarding access and the service programmes
• Provide a face-to-face service, visiting customers who are "hard to access" to ensure successful delivery of their compliance service and to signpost for additional support where needed.
• General administration including printing letters, updating files, trackers & client systems arranging appointments etc.
• Ensure quick and appropriate resolution of tenant queries or complaints - following the company procedure
• update, monitor and maintain the organisations IT systems to reflect visits, information updates and customer communication

• Engagement with field and work planning teams to support delivery of contractual requirements
• Providing guidance to customers in reporting repairs and signposting for issues with damp and mould, safeguarding concerns and additional support such as fuel poverty.

To be successful in this role you will:

• Have access to own vehicle, current driving licence and business use insurance

• Have relevant experience of working within housing compliance- or a similar role
• Enthusiastic and self-motivated
• Excellent customer service skills and a proactive can-do approach to helping and supporting our customers
• Effective verbal and written communication skills with the ability to engage with stakeholders at any level
• NVQ Level 2 or above in a customer care related discipline (or prepared to study towards this) or equivalent experience

• Experience of the use of Microsoft office software in particular Outlook, Word, Excel and Access
• Takes personal responsibility for own workload. Is confident listening and presenting and able to influence and inspire others and encourage innovation

Great Torus people share qualities we value highly. They are problem-solvers, able to work well within our team. They are open, honest and committed to doing the right thing at all times, and they always look for ways to do things better, focused on makingsure we achieve our aims. If you can share our way of working, youll enjoy working with us.In return, we offer a modern workplace that is challenging, supportive and gives you room to grow your skills - along with a package of benefits that shows how much we value your contribution and care about your wellbeing.PLEASE NOTE:If you are successful at the shortlisting stage and are invited to interview, we will request that you bring along copies of all qualifications and certificates that are essential for the role