Resident Liaison Officer
7 months ago
An excellent opportunity has arisen for an Resident Liaison officer at Jeff Way Construction.
**Who are we?**
Jeff Way Construction are a full service building and maintenance company. Established in 2014 we specialise in Planned works, External works, Improvements and renovations for local authorities, housing associations and commercial properties.
**The Role**
Jeff Way have a new exciting position available for an RLO to work within our Newport office as part of a social housing contract we have. The main responsibilities will be;
- To act as the main point of customer contact for escalated queries and complaints and complex Issues
- To support the Customer Service & Performance Manager in investigating and responding to formal complaints.
- To maintain high standards of customer service and improved customer experience
- Act as the main point of contact for escalated calls from Customer Service Agents
- Liaise with customer to ensure smooth resolution of any complex issues, maintaining regular contact to keep customers informed of progress.
- Act as a mediator to prevent issues being escalated and reduce the number of formal complaints being raised.
- Call customers to arrange appointments for work
- Maintain standards of productivity to achieve individual and team targets
- Assist the Complaints and Performance Officer(s) in recording complaints and responding to complaints and requests for compensation
- Adhere to and support K&T’s and their clients’ policies and procedures regarding data protection and equality and diversity
- Experience as an RLO
- An ability to work in an organised and efficient way
- Ability to work to deadlines
- An ability to work in a team environment
- A confident and outgoing personality
- Excellent attention to detail
- Strong written, oral and interpersonal skills
- Ability to work using their own initiative within boundaries.
- An ability to work with people at all different levels and responsibilities.
Phone: 07471000534
Gareth O'brien
**Job Types**: Full-time, Permanent
Pay: £25,000.00-£26,000.00 per year
**Benefits**:
- Company car
Schedule:
- 8 hour shift
- Monday to Friday
Work Location: In person
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