Day in the life: Customer Liaison Officer

Hello, I’m Nick Upton and effective communication is at the heart of my role for Greenbelt. As Customer Liaison Officer it’s my job to reach out to brand new customers on our developments.

It’s important that I listen to them and answer all of their questions about Greenbelt’s services.

I cover many developments throughout England and Wales so travel plays a large part in my day.

To be honest, no two days are ever the same. I could be meeting a developer and their site agent in the morning and that same afternoon introducing myself to residents, taking them on a site walkabout or even chairing a meeting in a local venue.

Occasionally, especially if it’s a smaller development, I may look to meet residents individually, introducing myself and asking if they have any questions.

At meetings I always begin by giving a presentation of our services, with further background information as we go along.

We can then discuss in more detail the various components of the development and the annual management charge, along with the services provided by our contractor and Customer Care team.

I can also offer information on our Customer Care Charter, Primary Authority status and RICS – all of which are in place to help give reassurance, if required.

Any concerns not possible to address immediately I take to the Greenbelt team and get back to residents as soon as possible with the required information.

An organised litter pick organised for a community in an area outwith Greenbelt's development.

On other days I can find myself working with Residents’ Associations and attending community days – such as gala events and organised litter picks.

I often work closely with local groups. Recently I was delighted to attend when the RSPB met with residents on our Buntings development to share information on the area’s indigenous – yet one of the UK’s rarest – breeding birds, the Cirl Bunting.

I love the job and I’ve built up some fantastic relationships in the three years of doing this role . . . it’s really satisfying when you receive positive feedback.