Customer Liaison Officer (Complaints)

Customer Liaison Officer London Bridge, Park Street Hybrid (2 days in office, 3 days remote working) Up to £25,500 Would you like to join Hyde as a Customer Liaison Officer? As a Customer Liaison Officer you’ll be the first point of contact for customers raising complaints or queries, ensuring every case is handled professionally, efficiently and in line with our service standards. What You’ll Be Doing Receive, investigate and resolve complaints from phone, email, web and social media. Support customers in diagnosing repairs and arrange suitable appointments. Liaise with internal teams and contractors to secure early resolution and prevent repeat issues. Maintain accurate case records in Hyde’s CRM, ensuring timely updates and data integrity. Provide clear, professional communication via phone, email and letter. Carry out administrative tasks to support the wider service. About You Experience in customer service or handling complaints. Strong communication skills and a calm, empathetic approach. Confidence in handling complaints and resolving issues quickly. Ability to work collaboratively and build trust with customers and colleagues. Good IT skills, including CRM systems and Microsoft Office. A commitment to delivering excellent customer service every time. Why join us? We own and manage 125,000 homes and are driven by a strong social purpose—creating safe, affordable homes and thriving communities. We are committed to providing safe, sustainable homes for our customers. You’ll be part of a collaborative and professional team where your work will directly contribute to safer neighbourhoods and improved customer outcomes. Benefits Excellent pension Generous holiday allowance Life assurance Flexible benefits platform Career development & learning support Volunteering days Diversity, inclusion and accessibility Equity, diversity and inclusion are central to life at Hyde. We’re committed to creating a truly inclusive workplace where everyone feels respected, valued and able to be themselves. Our aim is to have a workforce that reflects the diversity of the customers and communities we serve, ensuring that different perspectives are represented in decision-making, service delivery, and the way we shape our organisation. As a Disability Confident Employer, we’re happy to provide reasonable adjustments throughout the recruitment process and in the workplace. Please note: candidates will be required to complete an online psychometric assessment prior to interview. We reserve the right to close this advert early if a suitable candidate is identified.