Planned Works Liaison Officer

Undisclosed Company
Greater Manchester, Oldham
Up to £12.96 per hour + Free parking, canteen on site
Closing date
3 Oct 2021

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Job Details

Job Title Planned Works Liaison Officer

Overall Purpose: Through effective face-to-face contact with customers, provide support and assistance with all matters relating to the provision of efficient and effective improvement works.

Responsibilities & Outcomes Skills / Experience General Role Expectations

Key Responsibilities:

  • Ensure customers are clear about the programme of work to be undertaken

and act as a liaison point for all communications relating to the programmed


  • Identify and escalate any specialist requirements that the customer may

need during their bathroom and/or kitchen and/or other replacement work.

  • Provide appropriate choices and information on the replacement works

before, during and after the work.

  • Support the Service Manager and Working Supervisors to achieve great

customer satisfaction.

  • Lead on communications with customers and liaise with any appropriate

third party, who may be assisting or supporting the customer, this may be a

family member, social worker or support group.

  • Coordinate access for works to customer's homes during the replacement


  • Help to gain customer satisfaction feedback on completion of work and

respond efficiently to complaints and requests for service.

  • Inform Service Managers of customers' concerns and positive feedback so

that lessons may be learnt.

  • Help to ensure that the customer experience is safe and positive by

identifying potential risks and escalating these to the Service Manager.

  • Ensure that due regard is given to the safety, vulnerability and diversity of

customers, as work is planned and delivered.

  • Support the protection and safety of our customers by identifying

safeguarding concerns and following the safeguarding procedures, making

appropriate referrals.

Key Outcomes:

  • Customers will be satisfied with the works undertaken, and communication

between customers and stakeholders is effective.

  • Site operations and activities are communicated to the relevant


  • Complaints are responded to effectively and lessons learned used to

improve future projects.

  • Maintenance and reinvestment projects will be delivered on time and within


  • Customer information and systems will accurately reflect customer profiles.
  • Effective links and relationships will be in place with external stakeholders

and agencies.

  • Compliance with all relevant regulatory requirements, policies and


  • A robust and pro-active approach to Health and Safety and Risk.
  • Safeguarding concerns, suspicions or allegations of abuse are recorded and

sent to Tenancy Enforcement.


  • Significant experience in direct customer contact and query


  • Excellent problem analysis and solving skills.
  • Proven experience of providing excellent and proactive customer


  • Able to communicate, influence and negotiate effectively with

internal and external stakeholders.

  • Able to deal effectively with complaints and customer feedback as

part of a team.

  • Awareness of Health & Safety legislation and policy.
  • Good oral and written communications.
  • Good knowledge of Microsoft Office.
  • Demonstrate the Company Behaviours.


  • Previous work on large re-investment projects.
  • Understanding the context of social housing.
  • Experience of administrative systems and procedures.
  • Experience in the use of Accu Serv.


  • Assigned and accountable for specific areas of responsibility


  • Performs a range of tasks which vary in complexity within scope

of their function

  • Makes decisions within parameters set by manager, using

job/specialist experience

People Skills:

  • Has regular communication with internal/external contacts and

builds relationships required to deliver priorities

  • Works collaboratively with colleagues to deliver accountabilities
  • May prioritise and oversee activities of others to meet required

deadlines and standards

  • Coaches inexperienced team members
  • Provides first level advice and support for others
  • May manage or support consistency of the employment

experience in own area

Impact & Influence:

  • Decides within a range of solutions/practices which are the

most applicable

  • Actions have predominantly local or internal impact on one or a

small number of individuals

  • Required to share knowledge and experience with others
  • Adapts own behaviour to influence colleagues/peers

Thinking Challenge:

  • Assists in the identification, assessment and resolution of a

range of issues/problems

  • Required to assess and resolve standard/ non-standard

issues/problems, largely on own initiative

  • Implements procedures to ensure continuous improvement

Customer Service:

  • Respects and values customers, both internal and external, and

demonstrates our commitment to high quality customer service

in all that is done.

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