Customer Liaison Officer

JOB DESCRIPTION

About the role

Would you like to become part of our Customer Liaison team as a Customer Liaison Officer and play a key role in delivering outstanding service to our residents? This is an exciting opportunity for a proactive, customer-focused team player. The position is full-time (35 hours per week), permanent, and based in the field-supporting communities across London. You’ll be expected to travel throughout your designated area, building strong relationships and ensuring residents receive the support they need.

The overall purpose of the role is to deliver the customer liaison service, in the Guinness service style, for all Guinness customers in defined customer areas, achieving positive outcomes for Guinness and our customers.

What we are looking for

We are looking for someone who delivers excellent customer service, communicates clearly and builds strong relationships. You will be self‑motivated and confident working independently, often on the move and using mobile technology to stay connected. Strong time and resource management is essential, along with the ability to prioritise and ensure value for money. You should be comfortable navigating legislative and organisational change, bringing proven problem‑solving and sound decision‑making to your work. Resilience is key, as you’ll sometimes face challenging situations where sustainable outcomes matter. You will also be confident analysing data, drawing meaningful conclusions, and working effectively with IT systems while on the go.

You will be able to demonstrate

Essential:

Excellent customer service delivery, demonstrating good communication and interpersonal skills.
Highly self-motivated with the ability to plan and work effectively without high levels of supervision.
Ability to work ‘on the go’ using mobile technology.
Strong resource and time management, and the ability to prioritise, delivering value for money.
Experience of working in a climate of legislative and organisational change.
Proven problem-solving and decision making skills.
Resilient and able to deal with challenging situations and deliver sustainable outcomes.
Comfortable analysing data and drawing conclusions. Ability to work with IT systems on the go.
Able to demonstrate Guinness behavioural competencies.
Desirable:

Experience of working in the housing or property sector.
Academic qualifications in Housing and/or Tenancy Management.
Knowledge of regulatory legislation for social housing.
Previous budget management experience.
Qualifications

Desirable:

Relevant professional qualification and/or experience.
If you’re interested in finding out more about the key responsibilities of the role and/or to ensure you meet the essential criteria, please review the attached role profile.

Please note the advertised salary includes an additional £4,000 local job supplement for roles based in London.

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