Resident Liaison Officer

**Aaron Services, part of The Sureserve Group are a market leading heating and hot water specialist with 35 years of successful delivery and a growing client base, we are recruiting a Resident Liason Officer to join our Customer Service team in Stowmarket.**

**Benefits**:

- Sharesave PLC share purchase options
- Support provided for professional qualifications
- Employee wellbeing programme, offering regular health fairs, occupational health support, telephone support
- counselling for staff
- Long service recognition
- Service level awarded annual leave
- Enhanced maternity/ paternity packages
- Dental/Healthcare cash plan
- Cycle to work scheme
- Women in Business Group
- Sureserve Academy
- a platform for development, career progression
- Employee Voice programme
- Social activities for all of our Teams
- Sureserve Legends
- celebrating the fantastic ways in which our employees live our values.

**Key Purpose of Role**:
A focal point of Contact for Customers you will work to resolve all tenant disputes and complaints from first point of call through to completion following Aaron Services procedure, ensuring total customer satisfaction.

Encourage understanding of the need for Quality of Work and professional attitudes for future development of the business, creating an environment which encourages employee development, good employee relations, team building and quality standards.

**General Duties/Key Responsibilities**:

- Schedule annual services in conjunction with the Client specific procedure.
- Produce letters to all customers in respect of forthcoming annual service appointments conforming to the Client specific procedure.
- Where possible ensure that annual servicing referrals are kept to a minimum by means of, telephone communications, home visits & Client liaison, this may involve work outside of normal working hours.
- Ensure escalation and completion of annual service visits, on a daily basis and progressed as per the client specified processes.
- Produce reports from the Contract Management software to be used to ensure that properties meet the Servicing Procedure requirements. Produce accurate and timely reports to Clients and Management as and when required.
- Deal with tenant complaints following Aaron Services complaints procedure, providing management and the Client with written reports on remedial action required.
- Initiate and manage the Complaint / Incident Procedure in accordance with Aaron Services Policy. Arrange appointments with customers regarding complaints; ensure internal Management staff are kept up to date at all times.
- Liaise with the customers for the rectification of any outstanding work or repair work, ensuring prompt rectification.
- Provide cover in times of staff absence in the role of CSO (Contract Support Officer)
- To maintain personal and professional development to meet the changing demands of the job, participate in appropriate training activities and encourage and support staff in their development and training.
- To undertake such other duties, training and / or hours of work as may be reasonably required, and which are consistent with the general level of responsibility of this job.
- Assist in the training of any existing and new staff.
- Assist in establishing, collating and monitoring Tenant satisfaction level data.

**Essential Criteria**
- Previous administrative experience, preferably from a social housing/construction background
- Able to provide a high level of courteous, professional customer service
- Proficient in MS Office, in particular Outlook and Excel
- Good written and verbal communication skills
- Flexible attitude with strong organisational skills
- Drivine License - you may on rare occasion be asked to make site visits

It is important that we complete all the appropriate criminal and reference checks before you start working with us.

**The Sureserve Group of businesses provide market leading compliance and energy services across the UK, with over 2,100 employees working from over 20 offices.**

**We are committed to developing talent at all levels, ensuring equality, diversity, and inclusion in the way we work and in the communities in which we work, and making sure that every one of our people, clients and customers has the opportunity and support to fulfil their professional and personal potential**

**Job Types**: Full-time, Permanent

**Salary**: £25,000.00-£27,000.00 per year

Schedule:

- 8 hour shift
- Monday to Friday

**Experience**:

- Customer service: 2 years (required)

Work Location: In person