Customer Liaison Officer

Permanent | 37 hours per week, Monday to Friday

Are you passionate about people and great at building positive relationships? Do you enjoy being the friendly, reassuring voice that makes a real difference to customers experiences?

Colchester Borough Homes (CBH) is delighted to be recruiting a motivated and organised Customer Liaison Officer to join our team. This is a highly rewarding role where you’ll be at the heart of our planned works programme, acting as the key contact for residents while improvements are carried out to their homes.

What you’ll be doing

As a Customer Liaison Officer, you will:

Support residents at every stage of the project journey – from first introductions through to aftercare.
Clearly explain upcoming works, timescales and choices available, helping residents prepare for works and make informed decisions.
Work closely with contractors, colleagues and residents to ensure smooth, effective communication.
Provide ongoing support during works, addressing queries, concerns and access arrangements.
Offer practical advice and reassurance once works are complete.
Build and maintain positive, trusting relationships with residents and stakeholders.
Advocate for vulnerable residents and ensure their needs are fully considered.
Plan and deliver engaging resident consultation and engagement activities.

What we’re looking for

We’re keen to hear from people who:

Have excellent communication and interpersonal skills, with a natural ability to build rapport.
Thrive in a busy environment and can juggle priorities with confidence.
Bring a positive, customer-focused approach to everything they do.
Are committed to equality, diversity and inclusivity.
Enjoy working collaboratively as part of a team.
Have an understanding of relevant legislation and CBH policies.

What we offer in return

In addition to a competitive salary, you will benefit from:

Excellent terms and conditions.
Opportunities for professional development and career progression.
A supportive, collaborative working environment.
Local Government Pension Scheme with a 19.5% employer contribution.
Generous annual leave entitlement, 23 days annual leave (increasing to 26 days after 5 years service), plus bank and public holidays and two extra company holidays during the Christmas period.
Access to an Employee Assistance Programme
Employee Benefits Platform.
Smartphone and laptop provided.
Discounted corporate gym membership at Leisure World and the Northern Gateway.
1 Volunteering Day per year
Free Flu Jab
Agile Working at Colchester Borough Homes means having some flexibility about when, where, and how we work to best meet the needs of your role and service area.

Other employee benefits include payment of a professional subscription, free yearly eye tests plus a contribution towards glasses for VDU use.

To find out more about Colchester Borough Homes, visit www.cbhomes.org.uk

For further job details please click here.

Want to know more?

For an informal discussion about the role, please contact:

Mark Wicks, Head of Assets & New Homes on 07850 066129

Carl Dines, Planned Works Manager on 07855 185163

Equality & Diversity Commitment

Colchester Borough Homes is an equal opportunities employer. As part of our continued commitment to Equality and Diversity, and our workforce accurately reflecting the community we represent, we welcome applicants from all backgrounds, and applicants who have status as an individual with a physical or mental disability. We are a Disability Confident Employer and a Mindful Employer. We also hold accreditations for Working Well, Investors in People Gold status and the Armed Forces Covenant.

How to apply:

Step 1 - Read the advert, Job Accountability Statement and Person Specification

Step 2 - Click 'Apply online' below and complete the application form in full, ensuring that you indicate how you meet the criteria contained within the Person Specification

Step 3 Press 'submit'