0344 811 8707 Scimitar House, 100 Lilac Grove, Beeston, NG91PF

Customer Liaison Officer

Job Title: Customer Liaison Officer (x3 posts available)
Department: Maintenance
Location: Beeston
Contract: Permanent
Salary: Competitive
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J Tomlinson is an established, privately-owned company with a substantial heritage and wealth of experience in delivering integrated building solutions tailored to public and private sector clients. Due to our continued success and on-going commitment to providing a world-class service to our customers, we are looking to recruit a Customer Liaison Officer.

Our extensive portfolio of services includes the provision of Care, Commercial Refurbishment, Repairs and Maintenance, Engineering Services, Regeneration Programmes, Energy Efficiency and Renewables, and Facilities Management. We offer a totally integrated building solution.

Job Description

Job Title Customer Liaison Officer
Base Location Beeston
Business Unit/Area Repair & Maintenance


Objectives / Purpose of Role
Efficient co-ordination of designated maintenance contracts ensuring the very highest levels of customer satisfaction.
Specific Responsibilities
  • Liaise with clients ensuring a high level of communication.
  • Plan and co-ordinate maintenance contracts, ensuring:
  • All servicing is planned economically in line with the Company’s contractual obligations;
  • All works are being carried out cost effectively;
  • Engineers are kept busy at all times;
  • The Client has been called to explain the works to be carried out, and the approximate time of arrival prior to sending engineers to any visit, either planned or reactive
  • Carry out works in accordance with the Company’s standard operating procedures;
  • IFS system is kept fully updated at all times;
  • Check fully and sign off the daily timesheets in accordance with the Company’s standard procedure.
  • Client/tenant liaison to arrange satisfactory execution of the works.
  • Placement of purchase orders for materials and sub-contractors as required through Vixen system.
  • Placement of plant requisitions as per plant procedure.
  • Maintenance of inputting and collation of completed works record sheets as requested.
  • Reporting to Senior Customer Liaison Officer and appropriate Manager with regard to resource allocation and status of works orders.
  • Liaising with Client’s representatives with regard to receipt, allocation and status of works orders.
  • Preparation of documentation for individual works order for valuation.
  • Liaising with Supervisors and Managers for day-to-day operations of the contracts.
  • Ensure the correctly qualified and experienced operatives are sent to the relevant planned and reactive calls, paying particular attention to Gas Safety.
  • Produce accurate invoices on a daily basis, adhering to the Company’s internal procedures and Client’s format.
  • Depending on the particular contract, maintain a high level of communication and co-operation with other departments within the Company.
  • Undertake tasks as assigned by the Senior CLO or Operations Manager.
  • Work with a high degree of integrity and confidentiality.
  • Carry out any other ad-hoc duties as directed and deemed reasonable
  • Information Analysis – Gathers, organises, and analyses diverse sources of information
  • Planning / Organising – Coordinates and directs routine activities effectively
  • Managing Conflict – Manages hostility between individuals or groups when disagreements occur
  • Service Orientation – Creates customer loyalty through courteous, timely, and helpful service
  • Following Procedures Adheres to directions, policies and/or legal guidelines
  • Stress Tolerance Handles pressure without getting upset, moody or anxious
Person Specification – Desired/Essential Criteria (D/E)
·       Formal technical qualification: NVQ3 Contact Centre Operations / Customer Service (E)

·       Skills in Customer Service & Communication; Professional Call Handling, Effective Email & Letter Writing, Conflict Management

What We Offer

In return we offer a competitive salary depending on experience and qualifications. We also offer attractive benefits that include pension, annual leave purchasing scheme and life assurance.

How to Apply

To apply for this role please ensure that you fit the eligibility criteria above. Send your cv and a covering letter using the form below. We look forward to hearing from you.

Due to a high volume of applications we receive we regret that we cannot respond to each one and may only contact you if your application is successful.

J Tomlinson is proud to be recognised as a Disability Confident Committed employer. We are an equal opportunities employer and positively encourage applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity. 

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