Wednesday 22nd June 2022

1341 Customer (Resident) Liaison Officer - Novus Property Solutions

You will act as the ‘voice and face’ of Novus so demonstrable experience of delivering customer focused services in a demanding public facing environment is essential.

Customer (Resident)  Liaison Officer

Novus Property Solutions


Main Responsibilities – Contract/Resident Liaison Officer:

  • To lead on delivering all added value contractual commitments
  • Responsible for managing and delivering social value and customer service
  • Responsible for supporting site or contract with liaison between customers, clients and wider community
  • Delivering Social Value and an excellent Customers Service are key parts of the overall service Novus provide to our clients, it is vital that you have a passion to go the ‘extra mile’ for each contract your Liaison role support
  • The role will involve taking the lead on dealing with enquiries and issues relating to various types of works delivered by our site teams and sub-contractors.
  • You will act as the ‘voice and face’ at a contract and site level, demonstrating experience of delivering social value and a customer focused service in what can be a demanding public facing environment
  • Planning and diarising community, skills and employment initiatives to carry out for the whole year, trying to keep these in line with the Social Value Act
  • Establish an effective communications system to keep all the site team informed and maintain good relationships with the customers and construction team
  • You will coordinate the distribution of information regarding upcoming works and maintain information concerning contractual commitments
  • Dealing with the various enquiries and issues our diverse customer base will have.

  • The purpose of this role will be to support our Operational team in achieving customer satisfaction through liaison with customers and internal teams to ensure our repair and improvement work is carried out with minimal impact to the customer.

  • Carry out site visits with client and customers who may be involved in improvement works

  • Providing an overview of current and proposed improvement works
  • Dealing with queries, responding to complaints and resolving concerns in a positive manner Initiate / generate technical instructions, site notes and other site observations Identify possible case studies where we have shown excellent
  • Customer Service and Social Value impact to communicate to our clients and for use in tendering new contracts
  • Manage any reporting required for the Contracts this role is responsible for supporting
  • Promote all good news stories and all initiatives with Marketing to ensure that we are capturing the good work we do


To apply, click on the link below;

  • Location Stoke On Trent
  • Salary Competitive Salary offers + vehicle or car allowan
  • Close Date 01/09/2022
  • Contact Name Hayley Degg
  • Contact Details 07787530088

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