Resident Experience Director
2 days ago
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:
- To provide effective communication with customers and contractors/suppliers, ensuring high standards are maintained.
- 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.
- To oversee the progress of disrepair claims, coordinating and monitoring agreed works and providing witness statements to court as required.
- To be the primary point of contact for customer issues across the property section, ensuring complaints and queries are resolved efficiently.
- Record all contact, issues, and complaints, identifying trends and implementing service improvements.
- Identify areas for improvement with the directorate and implement relevant training to maintain high customer liaison and satisfaction levels.
- Report Value for Money savings related to good Customer Liaison and Customer Care, and potential financial impact where services fall short.
- Develop contacts within the community through tenant groups, promoting major improvement projects.
- Regular liaison with tenants prior, during, and after improvement, development, or repair works.
- Deliver, collect, and record satisfaction surveys, assisting in KPI data and reporting.
- Ensure Customer Care policies and procedures are adhered to and documented.
- Continuous liaison with property team members, updating on issues and developing action plans.
- Devise new initiatives and communicate special customer requirements to all parties concerned.
- Manage respite care provision, assessing providers, and ensuring budget use is cost-effective.
- Attend all required meetings, from internal to external, with Area Housing and tenant groups.
- Attend choice events, assisting tenants in making and recording their choices.
- 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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