Customer Liaison Officer

Location: Brislington Transport Depot Bath Road / Sandy Park Road Bristol BS4 3NZ

Contractual hours: 37 hour

We are currently seeking a highly qualified and motivated individual to join our Planned Programmes service in the role of Customer Liaison Officer. Based at Sandy Park Road, Brislington, you will play a pivotal role in our Specialist Project team, collaborating with various teams to ensure effective communication and customer satisfaction.

Key Responsibilities are to:

• Manage and take ownership of specific work areas, encompassing retrofit energy projects, housing maintenance and refurbishment, roof replacement programs, fire safety improvements, communal areas enhancements, refurbishment of older stock, property conversions, and community space projects.
• Act as the primary point of contact for customers undergoing major works, improvements, or other changes to their homes, including demolition and replacement projects. Resolve inquiries, address questions, and manage issues to achieve exemplary customer satisfaction with Landlord Services.
• Utilise experience in social housing to provide guidance, advice, and information on works and programs. Take ownership of service requests, participate in scheme consultations with residents, and organise resident opening events and meetings.
• Conduct home visits to inform tenants about the nature, extent, and duration of upcoming work, ensuring clear understanding. Address individual needs or disabilities, assisting customers in planning for and managing the effects of works.
• Establish and maintain customer-focused relationships, understanding diverse customer needs and expectations. Optimise resources and workloads to exceed customer expectations wherever possible.
• Take responsibility for project administration and effective communication throughout projects/programmes. Conduct regular visits to resident homes and sites undergoing refurbishment. Implement quality control measures and gather post-work feedback from residents, ensuring timely distribution of feedback forms.

Qualifications and Skills required:

• Previous experience in social housing is highly advantageous.
• Excellent communication and interpersonal skills.
• Proven ability to manage customer inquiries and resolve issues effectively.
• Strong organisational and administrative skills.
• Ability to understand and address diverse customer needs and expectations.

Why Bristol City Council?

At Bristol City Council, we go that extra mile for our people; we offer a work environment which is fast moving and supportive, giving you the chance to use your skills and develop new ones within a high-profile organisation. For the majority of our roles hybrid working arrangements are available, giving teams the opportunity to work in a way that suits them, balancing service need and individual choice – mixing both home and office working.

Join us and you will receive an excellent rewards package including flexible working and flexitime, membership of the Local Government Pension scheme, and a generous annual leave allowance. In addition, you will be working in a supportive environment where you will have the chance to make Bristol a better place and contribute to its future.

How do I apply?

If you share our values and are ready to be part of our exciting journey please select the apply button below.

To be shortlisted for interview you will need to demonstrate how you meet each of the essential criteria in the Person Specification within the Further Information section of your application. On occasion we will receive high numbers of applications, we may then shortlist against the desirable criteria along with the essential criteria, so if you can, please demonstrate how you meet this in your application.

At Bristol City Council, we value having a workforce as diverse as the city we serve. We therefore welcome, develop and promote people from all sections of the community. We particularly welcome applications from Young people, Black, Asian & Minority Ethnic, Disabled, LGBTQ+ and Female candidates who are currently under-represented within this Service of Bristol City Council. Appointments will be made on merit.