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Fortem Solutions Ltd Logo Fortem Solutions Ltd · Customer Service

Customer Liaison Officer (CLO)

United Kingdom, Cambridge · Job Posted June 15, 2026
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Job Description

Due to our continued success here at Fortem, we are excited to announce an opportunity for an experienced Customer Liaison Officer to become a pivotal part of our Cambridge Housing Society team. This is a permanent role with travel across Cambridgeshire. Please note, the office is based in Histon. The core working hours are Monday to Friday 8am-4:30pm. We offer a competitive salary, a company van - fully expensed for work purposes only. Plus lots more benefits!

Job Responsibility

  • Lead resident and community engagement initiatives, building strong relationships with local communities
  • Deliver clear and effective communications to customers and residents about the nature and scope of works
  • Act as the main point of contact for residents, addressing enquiries and concerns professionally and empathetically
  • Coordinate access arrangements to ensure works are delivered smoothly and on schedule
  • Resolve access-related or resident issues promptly, escalating where necessary to ensure timely solutions
  • Maintain accurate records of communications, access arrangements, and issue resolutions for project documentation
  • Be the first port of call for the tenants supporting them through their planned and retrofit refurbishment work
  • Work within a friendly, established and supportive team

Requirements

  • Previous experience of working in a customer facing role
  • Ability to deal with sensitive situations
  • Resilience and strong negotiation skills
  • Proficiency in Microsoft Office
  • Full Driving Licence
  • A strong customer service background
  • Solid and efficient administrative experience

Nice to have

  • Experience of working within the Social Housing sector
  • Customer Liaison or Tenant Liaison experience (not essential)

What we offer

  • Competitive salary based on experience with profit related bonus
  • Company van provided, fully expensed for work purposes only
  • 25 days annual leave + bank holidays + your birthday off (34 days total)
  • Sick pay
  • 26 weeks full pay maternity leave
  • Annual pay reviews
  • 8 weeks full pay paternity leave
  • Discounted gym memberships at national and local gyms
  • Up to £3,000 colleague referral fee
  • Vast directory of training on bespoke in-house Learning Management System
  • Private healthcare and dental care
  • Cycle to work scheme
  • Retail and mobile phone provider discounts
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