Customer Liaison Agent

Salary £26,052 – £27,484 per annum plus excellent benefits

Location Walsall, West Midlands

The vacancy

Closing Date: 10 August 2022

Interview Date: 18/19 August 2022

We have an exciting opportunity for an Customer Liaison Agent to join our PMO (Delivery) Team. In this role, work collaboratively with our customers to ensure our programme of works can be delivered effectively to contribute to whg’s great homes and neighbourhood standard.

Main job responsibilities:

Work collaboratively with customers to ensure they understand the work that is to be delivered, to ensure access is granted on site.
Carry out Customer satisfaction surveys, analysing the data and presenting results back to the project manager.
Undertake site visits of occupied properties where work is to be completed and manage customer expectations of works being carried out to their homes.
Coordinate access arrangements between customers and contractors, including programming individual properties within set project timescales.
Record and maintain accurate and up to date customer records and carry out subsequent data analysis of refusals and no access.

We're looking for someone who has:

Experience in a customer liaison role
Experience of dealing with members of the public /customers, in particular when declining requests or modifying desired outcomes
Strong verbal communication skills, with the ability to challenge and influence customers
The ability to deal with conflict and difficult customers
Experience of working with external contractors, partners and agencies
Good written communication skills, including the ability to minute take
The ability to collate and analyse data
Excellent IT Skills, in particular the ability to use Microsoft Word and Excel

What’s in it for you?

In return, you will receive a competitive salary, 27 days annual leave (plus Christmas shut down), a defined benefit pension scheme, health cash plan, a range of shopping and leisure discounts.

We are output focused and flexible and believe in giving colleagues the right balance of autonomy and support to enable them to work to their full potential. Despite the high expectation for performance and delivery, we are committed to ensuring colleagues have a healthy work-life balance and able to work in agile ways which support them.

About us

Our People Strategy presents a clear picture of how we will achieve our Corporate Plan aim, ‘Be an exceptional place to work that attracts, develops and retains talent’. The Strategy focuses on three key themes that help us support our colleagues to make a difference to our customers, the communities we serve and to themselves.

It is important to us that we have a diverse workforce, representative of the communities we serve. Equality, diversity and inclusion (EDI) to us means colleagues living our values, dedicated to doing the right thing and exercising good judgement. This will encourage a culture where all can thrive, acknowledging that everyone is different; what matters to us is that everyone can come to work and feel comfortable to be themselves.

We are proud to be accredited as a Disability Confident Employer and ensure that disabled people and those with long term health conditions have the opportunity to fulfil their potential and realise their aspirations while working with us. We want to make it clear that we welcome disabled applicants for all our roles. If in doubt look out for the Disability Confident logo.

We will ensure that our recruitment process is inclusive and accessible, and we will interview applicants with a disability if they meet the essential criteria for a role. We will also support existing colleagues with a disability or long-term health condition enabling them to stay in work, making reasonable adjustments if necessary.

For more information, read the full job description and visit www.whg.uk.com

About whg

We are one of the Midlands’ leading and most successful providers of good quality
homes.

Our values help us to maintain a culture that helps us achieve our commitment of
supporting customers to lead happy and fulfilled lives. We want all of our people to
uphold our ambition; demonstrating the belief, enthusiasm and energy to deliver on
it. We want our colleagues to feel empowered to take the lead and to think creatively
and be passionate about their work.

Our People Strategy presents a clear picture of how we will achieve our Corporate Plan aim, ‘Be an exceptional place to work that attracts, develops and retains talent’. Through the People Strategy we take every opportunity to embed our values to ensure that our colleagues give the best possible service to our customers, communities and each other.

Equality, diversity and inclusion

It is important to us that we have a diverse workforce, representative of the communities we serve. Equality, diversity, and inclusion (EDI) to us means colleagues living our values, being dedicated to doing the right thing, and exercising good judgement. This will encourage a culture where all can thrive, acknowledging that everyone is different; what matters to us is that everyone can come to work and feel comfortable being themselves.

We will ensure that our recruitment process is inclusive and accessible and we will interview applicants with a disability if they meet the essential criteria for a role. We will also support existing colleagues with a disability or long-term health condition enabling them to stay in work, making reasonable adjustments if necessary.

Our benefits

27 days annual leave

Flexible working

Health cash plan