Customer Liaison Officer

2 months ago

Eastbourne, East Sussex, United Kingdom United Living Group Full time

Job Summary

United Living Group is seeking a highly skilled Customer Liaison Officer to join our team. As a key member of our community engagement team, you will be responsible for promoting and delivering a high standard of customer care for all residents, ensuring strong communication links exist between the resident, the client, the call centre and the operational team.

Key Responsibilities

  • Ensure that United Living Group's health, safety, and quality standards are understood, implemented, and adhered to at all times.
  • Learn and understand the company's operating processes and policies, and ensure compliance with all legislative requirements.
  • Act proactively to maximise comfort for all residents, ensuring that any issues which arise are resolved quickly and effectively.
  • Assist in the monitoring, evaluation, and control of service performance.
  • Learn and understand the requirements of the FLAG system and ensure adherence at all times.
  • Demonstrate respect, sensitivity, and discretion in a public-facing role.
  • Coordinate and attend pre-start meetings with residents to carry out needs assessments, establish colour choices/styles, and complete associated documentation.
  • Develop action plans arising from needs assessments through liaison with the client's representative and site management as appropriate.
  • Coordinate and attend all relevant customer liaison forums to develop relationships with key groups, inform them of the work taking place, understand their priorities, receive feedback, and address any concerns they may raise.
  • Ensure effective and regular written communication and information is provided to residents throughout the course of works.
  • Ensure effective and regular communication with residents through the coordination and administration of contact lists, newsletters, meetings, daily visits, open days, and group events.
  • Create and maintain property diaries, record and photograph the condition of white goods/working areas for every property, before work commences, log details of daily visits, and ensure that records are appropriately saved.
  • Ensure residents are provided with out-of-hours contact information.
  • Develop key client contacts to ensure that residents are fairly represented and that service delivery is maintained at the highest possible level.
  • Resolve any escalated complaints and ensure that an effective Complaints and Customer Care Procedure is in place.
  • Carry out product training with residents as appropriate.
  • Contact residents post-completion to confirm satisfaction/address outstanding matters and ensure residents are aware of the 12-month defect liability process.
  • Work closely with the wider team to ensure that contract requirements and Key Performance Indicators are achieved.
  • Maintain effective working relationships with the Call Centre team, ensuring that Customer Service is delivered at all times.
  • Monitor and record all complaints of alleged damage to residents' property or personal belongings, proactively investigating and resolving any concerns, ensuring complaints and proposed solutions are communicated to the management team.
  • Ensure Equality and Diversity Policies are in place and adhered to.
  • Work with Senior Resident Liaison Officer to develop key initiatives and procedures to ensure best practices are shared within the organisation.

Requirements

  • Over 2 years' experience in a customer service role, or similar.
  • Literate, particularly in Microsoft Office and Excel, and keen to extend knowledge on software packages.
  • Well-developed verbal and written communication skills and the ability to work co-operatively with multi-disciplined groups.
  • Team player, but also comfortable working alone.
  • Understands the need for respect, sensitivity, and discretion in a public-facing role.
  • A valid driving licence.
  • Experience of Housing and/or Planned Maintenance – desirable.
  • Some flexibility of working hours may be required (evening meetings).
  • Self-motivated, enthusiastic, and calm under pressure.

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