Customer Liaison Officer

We're on the lookout for an enthusiastic, proactive, and customer-focused Customer Liaison Officer to join our Building Safety Team on a 12-month fixed-term contract.

This is more than just a communication role. You'll be at the heart of two major fire safety remediation projects across two of our residential blocks in Leeds, helping customers feel informed, supported and reassured while essential works take place in and around their homes.

If you're someone who enjoys meeting new people, building trusted relationships and being out and about rather than behind a desk, this could be the perfect opportunity for you.

What you'll be doing

As our Customer Liaison Officer, you'll be the friendly face and trusted point of contact throughout the delivery of important fire safety works and external cladding improvements.

You'll spend much of your time speaking directly with customers, visiting them in their homes, listening to their concerns, answering questions, and helping them understand what to expect as work progresses. Whether you're supporting a vulnerable customer, attending resident meetings, or providing updates on planned works, you'll play a vital role in ensuring every customer feels heard, valued and supported.

Working closely with colleagues, contractors and project teams, you'll:

• Build strong relationships with customers and residents throughout the duration of the works.
• Carry out home visits and regular face-to-face engagement with customers.
• Communicate upcoming works clearly and confidently, helping to manage expectations and reduce disruption.
• Provide tailored support to customers, particularly those who may need extra assistance.
• Develop engaging and accessible communications, guidance and information materials.
• Gather customer feedback and insights to help shape future projects and improve our services.
• Share project successes and help tell the story of the positive difference these safety improvements are making.

This is a fantastic opportunity for someone who enjoys balancing customer service, communication and community engagement while contributing to projects that make homes safer and better for our customers.

What you'll bring

We're looking for someone who genuinely enjoys working with people and is passionate about delivering outstanding customer experiences.

You'll be comfortable approaching new conversations, building rapport quickly and supporting customers through periods of change. You won't mind picking up the phone, attending meetings, or spending time visiting customers in their homes while work is taking place.

You'll also bring:

• Experience in customer engagement, resident liaison, customer service or a similar people-focused role.
• Ideally, experience within housing, construction, property, regeneration, asset investment or a related environment.
• Excellent communication and relationship-building skills.
• Confidence dealing with a wide range of people and situations with empathy and professionalism.
• The ability to gather feedback, identify trends and turn insight into action.
• Strong organisational skills and the ability to manage multiple priorities.
• A proactive, positive and solutions-focused approach.
• A willingness to travel across Yorkshire and undertake regular customer home visits.
• A commitment to Yorkshire Housing's values and our mission to help people have a place they're proud to call home.

Most importantly, we're looking for someone who cares about people, enjoys being visible in our communities, and wants to make a genuine difference to customers throughout these important improvement works.

Check out the attached Role Profile for a detailed look at the role and requirements

Why you’ll love working here

We’re proud of what we do—and how we do it. We’re not afraid to try new things, challenge the status quo, and lead the way. We’re friendly, straight-talking and bold in our ambitions. And we’re building a culture where everyone can be themselves and do their best work.

The important bits:

This a full-time, 12 months fixed term role with a salary of £32,718.89 per annum, plus £2,000 per annum car allowance, for a 35 hour week. Plus 26 days annual leave (rising annually to 31 days) plus Bank Holidays.

We offer a reward package to suit everyone. At YH, you can claim back for prescriptions, eye tests and more with our cash plan, make the most of a variety of retail discounts and take advantage of our pension scheme where we’ll match your contributions up to 9%, just to name a few.

Our people’s health and wellbeing are one of our top priorities, and you can make the most of our readily available wellbeing support package. This includes access to a library of free fitness classes, as well as an instant My GP service and free counselling sessions with a trained professional.

Find out more about our employment perks here!

Now you’re really interested?

At YH, we’re actively building a working environment that’s inclusive as well as diverse, where everyone can contribute their best work and be themselves. We believe difference is what makes us stronger and recognise the importance of our teams reflecting communities we serve, so we welcome and encourage candidates from all backgrounds for this role.

We know that not all candidates will meet every single requirement. If you’re experience looks a little different from what we’re looking for and you think you can bring value to the role, we’d love to learn more about you so please apply!

If you require any additional support with your application, or have any further questions please contact our fab recruitment team via email at recruitment@yorkshirehousing.co.uk

The fine print

The closing date for applications will be 6th September 2026 , but we might close it early if we get lots of great candidates, so don’t hang around. Keep an eye out on your emails as we’ll be in touch pretty soon after the role closes!

Interviews will take place in Leeds - date to be confirmed.

Please note – a DBS check will be carried out as part of the onboarding process for this role.