Customer Liaison Officer

We’re looking for a proactive and people‑focused Customer Liaison Officer to join our team and play a key role in supporting customers through major investment and maintenance programmes. If you’re someone who thrives on building relationships, communicating clearly and ensuring people feel informed and supported, this could be the perfect next step.

In this role, you’ll act as the vital link between customers, contractors and colleagues — helping residents understand work being carried out, resolving issues quickly, and ensuring customer voices shape how we deliver our services.

What you’ll be doing

• Acting as the main point of contact for customers throughout investment and maintenance programmes, ensuring they are fully informed and supported.
• Organising and attending meetings, home visits and consultation activities to gather customer views and help shape project decisions.
• Managing customer queries and complaints professionally, keeping accurate records and ensuring issues are resolved promptly.
• Coordinating communication between customers and contractors, ensuring access arrangements are clear and works are understood.
• Preparing schedules of condition and recording essential information before works begin, including photographs and signatures.
• Supporting safe and smooth on‑site activity by checking basic welfare measures (e.g., essential services left connected, homes safe at the end of the day).
• Liaising with contractors, colleagues, resident groups, local partners and community stakeholders to support positive working relationships.
• Contributing to resident engagement, safeguarding best practice and wider community liaison initiatives.
• Undertaking administrative tasks, maintaining accurate databases and ensuring information is up to date and reliable.

What we’re looking for

• Experience working directly with customers — ideally in social housing, maintenance or investment programme environments.
• Strong communication skills, with the ability to engage confidently by phone, in writing and face‑to‑face.
• Ability to manage sensitive or challenging conversations with professionalism and empathy.
• Strong organisational skills, able to prioritise a busy workload and manage multiple visits and meetings.
• Understanding of health & safety expectations and working practices on maintenance or construction sites.
• Ability to build effective relationships with colleagues, contractors, partners and customer groups.
• Good IT skills, including maintaining records, producing reports and using databases.
• Numeracy and accuracy when preparing written or statistical information.
• Ability to work flexibly, including occasional evening or weekend commitments.
• Full driving licence and access to a vehicle for business use (or a practical alternative).

Why this role matters

Your work will ensure customers feel supported, informed and listened to throughout major improvement works. By building trust, helping people understand what’s happening in their homes and resolving issues quickly, you’ll make a genuine difference to the customer experience while helping us deliver high‑quality, safe and successful programmes.

If you enjoy working with people, communicating openly and supporting positive change, we’d love to hear from you.

Application Deadline: Sunday 22nd March 2026

Please note the above date is subject to change, and the advert may be closed early dependent on applications received. If you are interested in applying, don't wait!

Why join us?

As an Investors in People Health & Wellbeing recognised employer we offer a wide range of benefits such as;

• 25 days Annual Leave, rising to 30 with length of service and subject to approval the option to buy and sell additional annual leave*
• Enhanced leave options for Maternity, Paternity, Adoption & Shared Parental Leave*
• Enhanced Pension scheme contributions
• Our Health Care Plan gives you money back for dental, optical, therapy costs and more
• Subsidised Healthy Living benefits i.e. gym membership or yoga classes
• Subsidised Leisure Learning benefits i.e. finance towards driving lessons or learning a new language
• Car Lease Scheme, Cycle to Work scheme*
• Volunteering days in the local community
• We offer a Salary Sacrifice Pension option*

*Subject to eligibility criteria

About Us

Wythenshawe Community Housing Group (WCHG) manages almost 14,000 properties, providing homes for more than 29,000 people in Wythenshawe, South Manchester.

We are committed to investing in the health, wellbeing and development of colleagues, who we will reward fairly and empower and trust to deliver their best work for the benefit of WCHG, our customers and stakeholders. WCHG is an inclusive employer of choice, where differences are recognised as strengths in delivering our purpose. WCHG operates anonymous recruitment selection practices.  A disability confident employer WCHG will work to make reasonable adjustments where possible throughout its employment processes. 

Our purpose is to provide good quality homes and services to our customers and leaseholders and to play a leading role in creating safer, healthier communities. WCHG boasts an impressive development portfolio which aims to deliver on average 1,100 new homes over the next five years with £195m estimated investment, leaving a lasting legacy in our communities.