Metropolitan Thames Valley
Customer Liaison Officer
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Location: London (with Travel across MTVH regions as required)
Salary: £37,732 - £39,717 per annum
Reporting to: Customer Liaison Lead
Contract: Full Time
Make a Difference Where It Matters Most
At MTVH, the safety of our customers is our number one priority. We are looking for a passionate and customer-focused Customer Liaison Officer to join our Building Safety team and play a key role in delivering building safety programmes that protect our residents and communities.
This is an exciting opportunity to join a newly established team where you will act as the voice of the customer, ensuring residents are informed, supported and engaged throughout intrusive surveys, interim safety measures and remedial works programmes. You'll help shape how we communicate with customers while delivering an exceptional customer experience.
What You'll Be Doing
As a Customer Liaison Officer, you will:
- Lead communications with residents regarding building safety surveys and remedial works programmes.
- Act as the key point of contact between customers, Customer Services, surveyors and other internal teams.
- Manage customer enquiries, complaints and concerns, ensuring issues are resolved promptly and effectively.
- Produce regular customer communications and site updates.
- Support project teams in securing access to residents' homes to facilitate essential works.
- Build an understanding of residents' individual needs and vulnerabilities to deliver tailored support.
- Coordinate responses to enquiries from MPs and Councillors.
- Track, monitor and report on customer communications and customer satisfaction.
- Support continuous improvement initiatives to enhance the customer experience and service delivery.
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What We're Looking For
We're seeking someone who is passionate about customer service and can build trust and confidence with residents during potentially challenging projects.
You Will Have
- Experience delivering exceptional customer service.
- Strong communication and presentation skills.
- Experience managing customer enquiries and complaints.
- Excellent organisational and prioritisation skills.
- Strong attention to detail and administration skills.
- Good understanding of tenancy, leasehold management and the Section 20 consultation process.
- Confidence working collaboratively with a wide range of stakeholders.
- Strong IT skills, including Microsoft Office applications.
- A proactive approach to problem solving and continuous improvement.
Living Our MTVH Values
At MTVH, Our Values Guide Everything We Do
Care
You put residents first, showing empathy, respect and understanding, particularly when supporting vulnerable customers.
Dare
You are confident making decisions, solving problems and challenging the status quo to improve services and customer outcomes.
Collaborate
You work effectively with colleagues, contractors, surveyors and stakeholders to achieve shared goals and deliver an excellent customer experience.
Own
You take responsibility for your work, follow through on commitments and ensure customer enquiries and complaints are resolved successfully.
Metropolitan Thames Valley Housing (MTVH) provides affordable homes for people living across London, the South East, the East Midlands and the East of England.
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Alongside housing, MTVH delivers a range of support services, working with residents who need additional help to live independently and well. This includes specialist support for older people, mental health services and transitional services that provide intensive support to people who are marginalised or vulnerable.
MTVH is committed to building strong, thriving communities. Through training programmes, events and activities, the organisation supports residents to improve employability, build skills and access opportunities that make a meaningful difference to their lives.
In line with the MTVH 2030 strategy – Your Home, Your Service, Your Future – diversity, equity and inclusion are central to how MTVH works. A range of colleague networks support gender, ethnicity, sexual orientation and disability, helping to create an inclusive workplace where everyone feels a sense of belonging.
These networks provide a platform for colleagues to share their views, recognise what is working well and influence improvements. By listening, learning, and working together, MTVH continues to strengthen its culture, tackle business challenges and ensure it is serving people better every day.
We reserve the right to close this vacancy early if a suitable candidate is found so we do encourage you to complete the application as soon as possible to avoid disappointment.
Phone: 0203 535 3661
Email: careers@mtvh.co.uk
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