Resident Liasion Officer
2 weeks ago
MMP Consultancy are working with a fantastic organisation to recruit a Resident Liaison Officer on a temporary contract based in Croydon.
To be the main point of contact for residents in the delivery of estate services, planned re
- investment and maintenance works and projects. Liaise with residents in the shaping of services and identifying requirements. Deal with complaints and analyse customer satisfaction and feedback.
**Responsibilities**:
Act as the primary point of contact for residents having work carried out to their home, estate or communal areas. To attend pre
- work surveys
Organise, deliver and attend programmes of resident liaison/meetings where there is a need to consult residents on issues. This may involve supporting other teams or departments
Regularly visit site/open properties and ensure residents are kept fully informed of what work will be taking place and when
Encourage and support involvement and development of residents in new and existing working parties, forums and focus groups. This is to cover all aspects of asset management including contract meetings
Deal with complaints including initial and follow up visits and investigations. Liaise with the Customer Experience Team to prepare responses and lessons learnt
Analyse performance figures and customer satisfaction surveys. Prepare and present KPI and any other data/reports. Attend progress and Core group meetings as and when needed.
Accurately record and acknowledge all customer contacts, complaint details, actions and learning points on CRM
Promote and encourage customers to verify and self-serve on our customer portal and mobile app.
Maintain communication to the highest possible standards of customer care with residents and supply chain
Skills Required:
Previous experience of working in an Asset Management/Property function
Good communication and interpersonal skills with ability to build and sustain effective relationships with key stakeholders
Knowledge and experience of key factors and methods required to sustain, promote, and ensure effective resident involvement, and consultation
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