Novus Property Solutions
Contract Liaison Officer
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Contract Liaison Officer
Contract Liaison Officer – Basingstoke (Mainly Guildford/Southampton/Portsmouth)
Location: Basingstoke (working mainly on-site between Guildford, Southampton/Portsmouth) Hours: 37.5 hours/week, Monday to Friday
About the Role
Our Contract Liaison Officers are at the heart of what we do. Your exceptional communication skills and ability to build strong relationships will ensure that our customers—especially within social housing—are happy. Your experience in customer-facing roles, coupled with ongoing training and development, will allow you to solve problems, meet deadlines, and make a meaningful positive impact on customers and communities.
In this role, you’ll work on planned refurbishment projects within tenanted properties, including:
- Kitchen and bathroom replacements
- Window and door upgrades
- Internal and external refurbishments
Our environment is fast-paced and progressive, where team members are trusted to take ownership of their work. We pride ourselves on maintaining a strong work-life balance while keeping our employees motivated and fulfilled both at and outside of work.
Responsibilities
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Support & Coordination:
- Serve as the primary contract and site liaison between customers, clients, and the wider community.
- Drive delivery of social value and excellent customer service—core elements of Novus’s commitment to clients.
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Contractual Commitments & Social Value:
- Lead and manage all added-value contractual commitments, including:
- Planning and scheduling community, skills, and employment initiatives in alignment with the Social Value Act.
- Liaising with clients to address enquiries/issues related to project works delivered by site teams and sub-contractors.
- Act as the face of the project—demonstrating experience with social value delivery and customer-focused service.
- Lead and manage all added-value contractual commitments, including:
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Communication & Management:
- Establish a detailed communication system to keep site teams informed while maintaining positive relationships with customers and Novus staff.
- Coordinate and distribute information on upcoming works, current projects, and contractual reporting as required.
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Customer Engagement & Issue Resolution:
- Conduct face-to-face site visits with clients and tenants.
- Handle customer complaints and resolve concerns with openness and professionalism.
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Documentation & Administrative Tasks:
- Generate technical instructions, site notes, and observations—aid to MS Office and internal systems management.
- Identify potential case studies showcasing outstanding customer service and social value impact, contributing to new contract proposals (tender documentation).
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Marketing & Internal Promotions:
- Work closely with Marketing to promote successes and good news stories, ensuring we widely recognise and share our impact.
Requirements
- Previous roles as a (preferred):
- Contract Liaison Officer
- Resident Liaison Officer
- Tenant Liaison Officer
- Experience is in social housing tenanted refurbishments (internal or external).
- Critical soft skills:
- Proven ability in face-to-face customer service, especially in high-demand environments.
- Strong presentation and communication skills.
- Full and valid UK driving licence (will be verified during the hiring process).
- Completed or eligible for a DBS (Disclosure and Barring Service) check.
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Technical capabilities:
- Proficiency in IT, with experience in Microsoft Office and other hallmark systems.
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Attitude & flexibility:
- Flexible with working hours and travel requirements, as this role is field-based.
What We Offer
- Salary & benefits package tailored to competence and market rates.
- 27 days’ holidays plus benefit holiday (option to buy or sell).
- Company pension scheme (up to 7.5% contribution level).
- Choice of a comprehensive car allowance or corporate fleet van.
- Additional perks:
- Group healthcare scheme (discounted).
- Discounted high-street and lifestyle shopping programs (including Tastecard).
- One paid day of yearly volunteering.
- Length of service awards.
- More! We regularly refine our offerings to meet diverse employee needs.
About Novus Property Solutions
Founded 129 years ago, Novus Property Solutions is a reward-winning property maintenance, refurbishment, compliance, and decarbonisation specialist. We have 700+ colleagues operating across the UK, combining local knowledge with national expertise.
As a family-owned, socially-responsible business, we prioritise diversity and inclusion in the workplace. We firmly believe that people make the difference—and strive to help everyone bring their full potential to every contribution. Furthermore, we understand that perfect qualifications are not essential to succeed in our roles—potential, passion, and enthusiasm often outweigh ideal (but unattainable) criteria.
Interested? Apply even if you haven’t achieved every detail listed—you could be the perfect fit for us!
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