Novus Property Solutions
Contract Liaison Officer
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Contract Liaison Officer
Based:
Warrington office, site-based covering Greater Manchester and Merseyside – Typically 37.5 hours per week, Monday to Friday.
About the Role
Our Contract Liaison Officers form the foundation of what we do, ensuring seamless interaction between our teams and customers. Your communication skills, relationship-building ability, and problem-solving expertise will drive customer satisfaction while helping our communities thrive.
This role involves working on planned refurbishment works, including kitchen and bathroom replacements, windows, doors, roofing upgrades, and other internal/external property improvements, primarily within Social Housing tenanted properties.
At Novus Property Solutions, we foster a fast-paced, trusted environment where responsibility leads to growth. Our team enjoys work-life balance with opportunities for motivation and satisfaction, both professionally and personally.
Responsibilities
- Client & Community Liaison:
- Act as the main point of contact between customers, clients, and the wider community.
- Deliver social value initiatives and excellent customer service in line with Novus’ commitments.
- Lead on contractual commitments, including planning and executing community engagement, skills development, and employment projects (aligned with the Social Value Act).
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Delivering Value & Solutions:
- Handle enquiries, issues, and escalations related to refurbishment works (coordinating with site teams and sub-contractors).
- Represent Novus as the ‘face’ of projects, ensuring a customer-centric, high-standard public-facing service.
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Communication & Reporting:
- Establish and maintain effective internal/external communication systems to keep all parties informed.
- Manage upcoming works, contractual commitments, and reporting requirements.
- Visit sites face-to-face to monitor progress and address customer concerns.
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Problem Resolution & Enhancements:
- Resolve complaints and concerns with empathy and professionalism.
- Generate technical instructions, site notes, and observations using strong MS Office and internal system knowledge.
- Identify potential case studies demonstrating exceptional customer service and social value impact for future tenders.
- Work with Marketing to highlight and promote good news stories and initiatives.
Requirements
- Preferred/Essential Experience:
- Previous role as a Contract Liaison Officer, Tenant Liaison Officer, or similar in Social Housing refurbishment (premises/residential property work).
- Frontline customer service experience in a face-to-face environment.
- Strong communication and presentation skills.
- Proficient IT skills (Microsoft Office Suite and internal systems).
- Flexibility in hours and travel is mandatory (covering Greater Manchester/Merseyside).
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- Essential Qualifications:
- Full UK driving licence (mandatory).
- DBS check required.
What We Offer
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Competitive Reward Package:
- Attractive salary and benefits tailored to the role.
- 27 days holiday (option to buy or sell).
- Company pension scheme (up to 7.5%).
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Car & Lifestyle Benefits:
- Car allowance or fleet van.
- Discounted healthcare scheme.
- High street & lifestyle discounts (e.g., Taste Card).
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Work-Life & Growth Opportunities:
- 1 day paid volunteering per year.
- Length of service awards.
- Progressive, supportive culture with room for development.
About Novus Property Solutions
Novus is a dynamic, award-winning specialist in property maintenance, refurbishment, compliance, and decarbonisation. With 700+ colleagues across 19 UK locations, we combine local expertise with national strength.
Our family-owned business has a 129-year heritage, prioritising social and environmental responsibility. We value an inclusive, diverse, and motivated workforce—if you don’t meet all criteria, we encourage you to apply. Your unique perspective could be exactly what we need!
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