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Resident Liaison Officer
3 months ago
Location: Main Office & Site Location - possibly national depending on location of site.
Overview of the Role
In your role as a Tenant Liaison Officer, you are responsible for managing the customer/resident journey whilst following the client and company engagement procedures.
Key Responsibilities
To provide consultation and support to residents prior to, during and after works to their homes - ensuring high levels of customer satisfaction.
Identifying vulnerable tenants and any additional needs they might need to accommodate for them.
Ensuring that any problems/issues are dealt with promptly.
Managing the customer/resident journey whilst following the client and company engagement procedures.
To develop effective working relationships with residents, clients, sub-contractors, site-based personnel, local stakeholders, the local community, and the Customer Care department.
Carry out: choice events, consultation events and individual consultation with residents regarding future work.
Carry out individual resident inductions to include introduction to process, scope of works, property and personal belongings condition surveys inclusive of photographs for evidence.
Complete resident profiling and work with the site management team to implement effective working practices and discuss with the client's customer care team where appropriate.
Agree access arrangements with the resident and book appointments to enable the work to their home.
Ensure relevant communication packs are set up for new contracts.
Team Responsibilities
Carry out customer care duties between clients and the tenants and sub-contractors.
Collaborate with other project stakeholders as required
Assist the customer care manager filing reports for company directors.
Support colleagues as and when required
To act in the best interests of the company at all times
Health & Safety / Legislative Requirements
Complete all site compliance paperwork and TLO trackers as required
To perform all duties in line with company guidelines and legislative requirements
