The Construction Index Ltd
Customer Liaison Officer
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Customer Liaison Officer
Role Summary
Job Title: Customer Liaison Officer (CLO) Salary: £21–£24 per hour Location: Office-based at LE3 9TP, Shropshire with regular travel to Leicester City residents’ properties Reporting To: Contracts Manager/Project Manager
Company Overview
We are a building contractor delivering kitchen and bathroom refurbishment works on behalf of Leicester City Council. Our mission is to provide:
- High-quality workmanship.
- An excellent customer experience throughout projects.
- Minimal disruption while working in occupied properties.
Effective communication with residents is critical to project success.
Job Purpose
The Customer Liaison Officer (CLO) ensures residents receive a professional, supportive, and informative service during refurbishment.
Primary responsibilities:
- Serve as the main point of contact for residents, Leicester City Council, site teams, and office staff.
- Build positive relationships, manage expectations, and minimise disruption in occupied homes.
Key Responsibilities
Pre-Works
- Act as the primary contact for residents before, during, and after kitchen/bathroom refurbishment works.
- Conduct resident home visits to:
- Introduce the project.
- Explain the programme of works.
- Answer questions.
- Arrange and lead pre-start meetings with residents.
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Ongoing Management
- Maintain daily resident communication throughout a project.
- Manage expectations regarding:
- Timescales.
- Access arrangements.
- Temporary facilities.
- Disruption limits.
- Address:
- Enquiries, concerns, and complaints promptly and professionally.
- Investigate and resolve issues in collaboration with site management.
Records & Reporting
- Log accurate records of all customer interactions via company systems.
- Produce reports on:
- Customer feedback.
- Complaints/compliments.
- Project updates.
Stakeholder Liaison
- Liaise with:
- Site managers.
- Supervisors and operatives.
- Subcontractors.
- Leicester City Council representatives.
Compliance & Safeguarding
- Municipal formalities:
- Follow GDPR/d ata-protection policies.
- Ensure documentation compliance.
- Provide safeguarding support for vulnerable residents by:
- Identifying additional needs.
- Coordinating assistance with relevant providers.
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Additional Support
-
Assist with:
- Appointment scheduling.
- Access planning.
- Sensitive communications.
-
Customer satisfaction tracking:
- Complete surveys post-project completion.
Essential Requirements
-
Experience: 2+ years in one of the following roles:
- Customer Liaison Officer.
- Tenant Liaison Officer.
- Customer Service.
- Housing Officer.
- Property Maintenance Coordinator.
-
Skills:
- Exceptional verbal and written communication.
- Strong interpersonal and negotiation abilities.
- Calm handling of difficult situations/challenging conversations.
- Organisational time-management proficiency.
-
Compliance:
- Microsoft Office competence (Word, Excel, Outlook).
- Full and valid UK driving licence (travel across Leicester/Shropshire required).
*Apply for: Customer Liaison Officer (CLO)
Reference: OFF_1783000149. No salaries, dates, or locations are guaranteed unless explicitly listed above.
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