Repairs Customer Liaison Officer

Job Title: Repairs Customer Liaison Officer
Location: Solihull B37 – Office Based
Contract: Temporary (Approx. 6 Months)
Hours: 37 hours per week
Start Date: Early May 2026

About the Role:

We are recruiting for a Customer Liaison Officer to join a Customer Experience team supporting housing repairs and improvement programmes. This role is key in ensuring works are delivered smoothly by acting as the link between residents, contractors, and internal teams.

You will play a crucial role in improving access to properties, supporting vulnerable residents, and ensuring a high standard of customer service is maintained throughout all repair and improvement works.

Responsibilities:

• Act as the main point of contact between residents, contractors, and internal teams during repair and improvement works
• Engage with residents to resolve access issues, including those who have been historically difficult to reach
• Coordinate appointments across multiple services to maximise successful access and completion of works
• Conduct site visits to explain works, agree access arrangements, and support residents throughout the process
• Build strong relationships with contractors to ensure customer service standards are met
• Identify and support residents with vulnerabilities or additional needs, ensuring appropriate adjustments are made
• Manage customer satisfaction, complaints, and feedback in line with service standards
• Accurately maintain records of all customer interactions, access attempts, and outcomes
• Support enforcement processes by escalating ongoing access issues where required
• Produce and distribute customer communications including letters, updates, and engagement materials
• Work collaboratively with internal teams including Asset Management, Income, and Engagement teams
• Ensure compliance with policies, data protection, and health & safety requirements

Requirements:

• Experience working in a customer-facing role within a fast-paced or demanding environment
• Ideally experience within social housing, property, or repairs/maintenance environments
• Strong communication skills with the ability to handle sensitive situations professionally
• Confident engaging with a wide range of stakeholders, including residents and contractors
• Ability to resolve problems and manage complaints through to resolution
• Strong organisational skills with the ability to manage multiple priorities
• IT literate, with experience using Microsoft Office and internal systems
• Understanding of safeguarding, equality, and diversity principles

If you are interested in this position and meet the above criteria, please send your CV now for consideration.

If you require any additional information regarding the position, please call Lewis at Service Care Solutions on 01772 208 966 or send an E-Mail to lewis.hodson@servicecare.org.uk