Contract Liaison Officer

Contract  Liaison Officer 

Location: Workington, with regular travel to sites across Cumbria
Hours: 37.5 hours per week, typically worked between 8.00am and 5.00pm

Our Contract Liaison Officers are central to the successful delivery of our contracts, building positive relationships between customers, clients and site teams.

In this role, you will support customers living in tenanted social housing properties while kitchen, bathroom, window and door replacement works are completed across Cumbria. Using your communication, organisation and problem-solving skills, you will help ensure customers are kept informed, supported and satisfied throughout the works.

Fast–paced and progressive, we give our people the trust and responsibility to thrive, alongside a healthy work–life balance that enables them to feel motivated and fulfilled at work and at home.

What’s in it for you?     

• Competitive salary and benefits package
• 27 days’ annual leave plus bank holidays, with the option to buy or sell holiday
• Company pension contributions of up to 7.5%
• Car allowance or company vehicle, depending on the requirements of the role
• Discounted healthcare scheme
• High-street and lifestyle discounts, including tastecard
• One paid volunteering day each year
• Length-of-service awards and more

An outline of your responsibilities

• Act as the key point of contact between customers, clients, site teams and the wider community
• Keep customers informed about upcoming and ongoing works, contractual commitments and any changes that may affect them
• Carry out face-to-face visits with clients and customers throughout the customer journey
• Support customers with choices relating to bathroom flooring, tiles, paint and other finishes, including taking measurements and sketching proposed layouts where required
• Respond to enquiries, complaints and concerns promptly, professionally and positively
• Maintain effective communication with site teams while building positive relationships with customers and colleagues
• Maintain accurate customer, site and contract records, producing site notes, reports and technical information using Microsoft Office and internal systems
• Support the delivery and reporting of customer service and social value commitments across the contract
• Identify customer service and social value case studies for clients and future tender submissions
• Work with the Marketing team to promote positive news stories and community initiatives

About you

You will have previous experience in a Contract, Resident or Tenant Liaison Officer role, or in a comparable customer-facing position within social housing, property maintenance or construction. You will also have excellent communication and relationship-building skills; confidence when working with customers, clients and site teams; strong organisation and administration skills; the ability to manage complaints and resolve concerns positively; and good IT skills, including proficiency in Microsoft Office. You will need the flexibility to travel across Cumbria when required and must hold a full UK driving licence. Appointment will be subject to satisfactory DBS and driving licence checks.

A little bit about us

Novus Property Solutions is a dynamic, award-winning property maintenance, refurbishment, compliance, and decarbonisation specialist with more than 700 colleagues in 19 locations across Great Britain, providing a combination of local knowledge and national strength. We are a social and environmentally responsible family-owned business with a rich 129-year heritage, delivering a range of bespoke services and solutions to a wide variety of clients.  

At Novus Property Solutions we value people, and we are committed to building an inclusive and diverse workplace that enables our people to bring their full selves to work. We understand for many reasons, that people very rarely meet all the criteria laid out in the job advert, so, we encourage you to apply to the role even if you do not meet all the criteria or hold all the qualifications. You may be just who we are looking for to join our award-winning Property Maintenance company in this, or another role.