Posted Date
16/01/2025
Description
Job Advert
Are you passionate about making a real difference in people's lives? At Torus Group, we’re looking for a dedicated and
enthusiastic Customer Liaison Officer to be the vital link between our tenants, residents, contractors, and staff, ensuring the
safety and wellbeing of our communities across Liverpool, St Helens, and Warrington.
As a key member of the Building Safety team, you’ll play a pivotal role in delivering essential safety and compliance services. By
engaging with our residents, you’ll help provide the critical “golden thread” of information, ensuring safety work is completed
efficiently and our customers feel supported every step of the way.
This role is perfect for someone with a strong customer focus, excellent communication skills, and a flexible, hands-on approach.
If you’re committed to creating positive experiences and keeping communities safe, we want to hear from you.
A full driving license and access to a vehicle with valid MOT and business use insurance are essential, as the role will primarily
involve site-based work.
Responsibilities:
* Provide site-based liaison with tenants, residents, contractors, and stakeholders to ensure effective delivery of compliance
servicing programmes within applicable buildings and support Torus with adherence to the Building Safety Act.
* Liaise with and assist with customer related issues throughout the programme process and support with access and appointments
to reduce no access events and missed appointments.
* Inform / update customers on the progress of all works throughout the programme that has a direct impact on them and improving
customer experience.
* Support with customer consultation regarding Building Safety matters applicable to their building.
* Contribute to the delivery of an outstanding service that makes a positive contribution to the Torus vision in a manner that
reflects the Torus values.
* Support and develop written communications and updates on our website and customer portals in matters relating to Building
Safety.
* Support in investigating and resolving concerns and complaints from customers relating to safety matters within their building.
* Support in regular drop-in surgery events and other consultation events for customers living in high rise or higher risk
buildings.
* Update, monitor and maintain the organisations IT systems to reflect visits, information updates and customer communications.
* Ensure all customer details on all systems are accurate and implement a regular review of data with client to keep current.
* Engagement with field and work planning teams to support delivery of contractual requirements.
* Ensure that customer enquiries are recorded and responded to promptly.
* General clerical, business administration and typing support for the team including preparation of letters and correspondence
for customers.
* Carry out such other duties and responsibilities as are consistent with the concept of the role.
* Take personal responsibility for your own personal and professional development.
Skills & Experience:
* NVQ Level 2 or above in a customer care related discipline (or prepared to study towards this) or equivalent experience.
* GCSE or equivalent standard in Maths and English
* Experience within a social housing environment, desirable for that to be within a compliance or building safety related field.
* Experience of the use of Microsoft office software in particular Outlook, Word, Excel, and Access
* Flexible in outlook and able to change direction at short notice.
* Demonotrates the ability to effectively develop working relationships and partnerships
Interview Process:
* Candidates will undergo in-person interviews, consisting of a competency-based interview. Please note that applications will be
shortlisted in the New Year, and all candidates will receive feedback on the outcome of their application during the week
commencing 6th January 2025.
Additional Information:
Each successful applicant will be required to complete the following pre-employment checks prior to a start date being agreed:
* Right to work verification
* Qualification certificate check
* 2x Completed references
* OH Health Questionnaire – Fit For Work
* DBS check (if required for role)
We reserve the right to close this advert early if we receive a sufficient number of applications.
Salary27,526.00 Annual