Resident Liaison Officer

Do you love to collaborate and help businesses thrive? At Qualis as a **Resident Liaison Officer** you will be supporting the operations teams and proactively engage with colleagues and customers to provide a first-class customer experience to residents throughout planned works activities, via a highly visible service.

This exciting opportunity will be based in Loughton. You will join us on a full-time basis in return for a salary between **£21,000 to £25,000** per annum plus other benefits. Salary will reflect your skills and knowledge.

**Your role and responsibilities**:

- To be the first point of contact for customers and provide high levels of service throughout the planned works process
- To visit customers and talk through the customer journey to include agreeing customer choices / options before works commence
- Work closely with the Contract Co-ordinators to provide a seamless service
- Provide a face-to-face service for customers in their homes on a daily basis
- To provide assistance for vulnerable customers with packing up items
- Act as a point of contact for any aftercare issues
- To ensure customer compliments are logged correctly and acknowledged where appropriate
- Directly contact customers to ensure ‘grumbles’ are fully acknowledged and dealt with effectively, reducing the need for formal complaints alongside the Customer Insight Assistant
- To encourage customers to fill in feedback via our digital channels and support more vulnerable customers through this process
- To facilitate customer focus groups and workshops
- To represent us professionally in meetings and forums
- To undertake flexible working patterns as required to provide effective, customer-focussed services
- To provide cover in terms of administration and general cover on the phones as required
- Duties should be regarded as neither exclusive nor exhaustive as the post holder may be required to undertake other duties, commensurate with the grading of the post, without changing the general character of the post

**What you will bring to the team**:
Knowledge and skills:

- General maintenance knowledge advantageous
- Good communication and social skills with a strong customer focus
- To maintain an effective and professional approach at all times
- Work with colleagues, other staff, customers and partners to provide efficient and effective services
- Ability to problem solve, balancing customer needs with targets and constraints.
- Provide advice and guidance to customers
- Manage and prioritise own workload to take account of conflicting and changing demands and to meet established deadlines
- Good knowledge of ICT systems, including software packages such as Microsoft Excel, PowerPoint etc,

Qualifications and experience:

- Relevant qualification or equivalent working experience
- Demonstrate a good awareness of safeguarding issues commensurate with the role
- A satisfactory DBS check is required as part of this role
- Full driving licence
- Access to a vehicle, for travel to and from sites
- Previous experience of working in a customer-focussed environment
- Experience of managing customers and their expectation through planned maintenance works such as kitchen and bathroom replacements in their homes
- Previous experience of dealing with feedback from customers over the phone, in writing and in person

**Your team**:
You will join a team where you will feel supported, trusted, and appreciated. Our existing team have a wide-ranging background and knowledge but most importantly, appreciate the unique skills and passions that each co-worker brings to the team.