Resident Experience Director

2 days ago


Scunthorpe, North Lincolnshire, United Kingdom Ongo Recruitment Ltd Full time
About the Role

Ongo Recruitment Ltd is seeking an experienced Resident Experience Director to manage the delivery of customer care and support for residents across our property services portfolio.

Key Responsibilities:

  1. To provide effective communication with customers and contractors/suppliers, ensuring high standards are maintained.
  2. To monitor and manage customer satisfaction within major investment schemes, ensuring tenant liaison is satisfactory and complaints/disputes are handled in line with our policies and procedures.
  3. To oversee the progress of disrepair claims, coordinating and monitoring agreed works and providing witness statements to court as required.
  4. To be the primary point of contact for customer issues across the property section, ensuring complaints and queries are resolved efficiently.
  5. Record all contact, issues, and complaints, identifying trends and implementing service improvements.
  6. Identify areas for improvement with the directorate and implement relevant training to maintain high customer liaison and satisfaction levels.
  7. Report Value for Money savings related to good Customer Liaison and Customer Care, and potential financial impact where services fall short.
  8. Develop contacts within the community through tenant groups, promoting major improvement projects.
  9. Regular liaison with tenants prior, during, and after improvement, development, or repair works.
  10. Deliver, collect, and record satisfaction surveys, assisting in KPI data and reporting.
  11. Ensure Customer Care policies and procedures are adhered to and documented.
  12. Continuous liaison with property team members, updating on issues and developing action plans.
  13. Devise new initiatives and communicate special customer requirements to all parties concerned.
  14. Manage respite care provision, assessing providers, and ensuring budget use is cost-effective.
  15. Attend all required meetings, from internal to external, with Area Housing and tenant groups.
  16. Attend choice events, assisting tenants in making and recording their choices.
  17. The post holder will be aware of safeguarding vulnerable adults and children, reporting concerns via our Safeguarding policies and procedures.

Salary and Benefits:

£42,758.91 per annum.

Competitive salary, enrolment on our Aviva pension scheme, 30 days holiday, healthcare scheme, flexible working, continual professional development, and more.

About Us:

Ongo Recruitment Ltd offers a dynamic and supportive work environment, with opportunities for professional growth and development.



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