Customer Liaison Officer

Make a Difference in Lancaster
Join us as a Customer Liaison Officer and play a vital role in enhancing the lives of Lancaster’s tenants. You’ll be at the heart of improving communication around repairs and maintenance, ensuring timely scheduling and completion of jobs, and helping to boost tenant satisfaction. Your work will directly support the Council’s commitment to delivering excellent housing services and fostering stronger community connections.

What You’ll Be Doing
You will be the main point of contact for tenants regarding repairs, keeping them informed about job timings and any changes. Working closely with the Repairs and Maintenance Service and complaints officers, you’ll ensure jobs are scheduled efficiently and resolved promptly. You’ll maintain accurate records, gather tenant feedback, and provide performance reports to help improve service standards. Your role involves engaging with tenants across the district, both remotely and face-to-face, to understand their needs and support the wider team.

You’ll Fit Right In If…
You bring excellent communication and interpersonal skills, a customer-focused mindset, and the ability to work collaboratively across teams. You’re organised, proactive, and confident in using Microsoft Excel to analyse data and produce reports. Your approach reflects our values of Working Together, Ambition, Pride, and Ownership, helping to deliver a service that tenants can trust and rely on.

Ready to Join Us?
If you’re passionate about making a positive impact in your community and thrive in a busy, people-centred role, we’d love to hear from you. Find out more about what it’s like working with us, our benefits, values and culture, by visiting lancaster.gov.uk/sites/recruitment.

Why Work With Us
Our Benefits
• Generous annual leave
• Local Government Pension Scheme
• Discounted gym membership
• Cycle to Work scheme
• Car purchase scheme
• Lifestyle savings
• Health Care Cash Plan
• Volunteering days
• Wellbeing support

Flexible working friendly
We welcome discussions about flexible working and may be able to offer hybrid working, a generous flexi-time scheme, and agreed working hours to support work–life balance.

Inclusive employer
We welcome applications from all parts of the community and are committed to a diverse and inclusive workplace where everyone is treated with dignity and respect.
We guarantee interviews for applicants with a disability and armed forces veterans who meet the essential criteria.