Customer Liaison Manager (Repairs & Maintenance)

We're seeking an experience people leader with a strong background in providing first-class customer service to join us as a Customer Liaison Manager. This is a key role in our Repairs and Maintenance function to ensure the effective delivery of Damp & Mould and Disrepair , ensuring we are communicating effectively with our tenants and keeping our ears to the ground at all times. As a Customer Liaison Manager you will lead and develop a team of Customer Liaison Officers, providing expert support therefore ensuring tenant-centric approach to the delivery of Damp & Mould and Disrepair works. Your role is to ensure tenants feel supported and ensure they are equipped with expert guidance and advice around damp & mould and disrepair issues, helping them reduce risks in their home. Your responsibilities will include, but are not limited to:

• Monitor team performance and drive improvement in ways of working for the team, empowering them to provide a high-quality service for tenants.
• Take ownership of complaints and internal/external enquiries, managing the customer-facing aspects of complex cases to ensure a satisfactory resolution for tenants.
• Strategically oversee the use of remote monitoring devices to gather valuable data, working alongside internal and external stakeholders to continue to deliver service improvements.
• Ensure tenants are communicated with using a standardised approach, maintaining consistency and clarity in all interactions to keep them informed and engaged throughout the process.
• Work closely with other team members to support the delivery of works, ensuring a consistent approach with contractors and providing additional support where required to maintain high standards of service.
• Identify higher-risk cases and work alongside the team to lead these to completion, ensuring tenants are consistently communicated with and supported throughout the process.
  
  You'll be an experienced people manager with a background in driving team performance and ensuring value for money within the team.
• A relevant qualification and experience in a Housing setting, ideally with knowledge or experience of repairs and maintenance.
• Experience of dealing with customers and complaints and communicating via a network of channels.
Please note, the suitable candidate must be able to demonstrate their ability to regularly travel across the Midland Heart geography.

Who are Midland Heart? We're one team working together for our tenants. We welcome people from every walk of life, at every stage of their career. We expect a lot from our people but in return you can be assured of a great place to work, where you will be well rewarded and where great people are able to succeed. Whether you want to build your career with us, or use your experience to move on, we're here to develop your potential.