Customer Liaison Officer

Were looking for a proactive and peoplefocused Customer Liaison Officer to join our team and play a key role in supporting customers through major investment and maintenance programmes. If youre someone who thrives on building relationships communicating clearly and ensuring people feel informed and supported this could be the perfect next step.

In this role youll act as the vital link between customers contractors and colleagues helping residents understand work being carried out resolving issues quickly and ensuring customer voices shape how we deliver our services.

What youll be doing

• Acting as the main point of contact for customers throughout investment and maintenance programmes ensuring they are fully informed and supported.
• Organising and attending meetings home visits and consultation activities to gather customer views and help shape project decisions.
• Managing customer queries and complaints professionally keeping accurate records and ensuring issues are resolved promptly.
• Coordinating communication between customers and contractors ensuring access arrangements are clear and works are understood.
• Preparing schedules of condition and recording essential information before works begin including photographs and signatures.
• Supporting safe and smooth onsite activity by checking basic welfare measures (e.g. essential services left connected homes safe at the end of the day).
• Liaising with contractors colleagues resident groups local partners and community stakeholders to support positive working relationships.
• Contributing to resident engagement safeguarding best practice and wider community liaison initiatives.
• Undertaking administrative tasks maintaining accurate databases and ensuring information is up to date and reliable.

What were looking for

• Experience working directly with customers ideally in social housing maintenance or investment programme environments.
• Strong communication skills with the ability to engage confidently by phone in writing and facetoface.
• Ability to manage sensitive or challenging conversations with professionalism and empathy.
• Strong organisational skills able to prioritise a busy workload and manage multiple visits and meetings.
• Understanding of health & safety expectations and working practices on maintenance or construction sites.
• Ability to build effective relationships with colleagues contractors partners and customer groups.
• Good IT skills including maintaining records producing reports and using databases.
• Numeracy and accuracy when preparing written or statistical information.
• Ability to work flexibly including occasional evening or weekend commitments.
• Full driving licence and access to a vehicle for business use (or a practical alternative).

Why this role matters

Your work will ensure customers feel supported informed and listened to throughout major improvement works. By building trust helping people understand whats happening in their homes and resolving issues quickly youll make a genuine difference to the customer experience while helping us deliver highquality safe and successful programmes.

If you enjoy working with people communicating openly and supporting positive change wed love to hear from you.

Application Deadline: Sunday 22nd March2026

Please note the above date is subject to change and the advert may be closed early dependent on applications received. If you are interested in applying dont wait!

Why join us

As an Investors in People Health & Wellbeing recognised employer we offer a wide range of benefits such as;

• 25 days Annual Leave rising to 30 with length of service and subject to approval the option to buy and sell additional annual leave*
• Enhanced leave options for Maternity Paternity Adoption & Shared Parental Leave*
• Enhanced Pension scheme contributions
• Our Health Care Plan gives you money back for dental optical therapy costs and more
• Subsidised Healthy Living benefits i.e. gym membership or yoga classes
• Subsidised Leisure Learning benefits i.e. finance towards driving lessons or learning a new language
• Car Lease Scheme Cycle to Work scheme*
• Volunteering days in the local community
• We offer a Salary Sacrifice Pension option*

*Subject to eligibility criteria

About Us

Wythenshawe Community Housing Group (WCHG) manages almost 14000 properties providing homes for more than 29000 people in Wythenshawe South Manchester.

We are committed to investing in the health wellbeing and development of colleagues who we will reward fairly and empower and trust to deliver their best work for the benefit of WCHG our customers and stakeholders. WCHG is an inclusive employer of choice where differences are recognised as strengths in delivering our purpose. WCHG operates anonymous recruitment selection practices. A disability confident employer WCHG will work to make reasonable adjustments where possible throughout its employment processes.

Our purpose is to provide good quality homes and services to our customers and leaseholders and to play a leading role in creating safer healthier communities. WCHG boasts an impressive development portfolio which aims to deliver on average 1100 new homes over the next five years with 195m estimated investment leaving a lasting legacy in our communities.

Wythenshawe Community Housing Group (WCHG) manages almost 14000 properties providing homes for more than 29000 people in Wythenshawe South Manchester.

Awarded Investors in People Health & Wellbeing and officially recognised by the Top Employers Institute as a Top Employer UK three years running since 2019 WCHG is now amongst an elite group of world class organisations recognised for demonstrating a commitment to high performance through excellent people management and provides local employment to 530 colleagues.

Our purpose is to provide good quality homes and services to our tenants and leaseholders and to play a leading role in creating safer healthier communities. WCHG boasts an impressive development portfolio which aims to deliver on average 1100 new homes over the next five years with 195m estimated investment leaving a lasting legacy in our communities.