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Resident Liaison Officer
2 months ago
We are seeking a highly skilled and experienced Resident Liaison Officer to join our team at the Sureserve Group. As a key member of our operations team, you will be responsible for providing exceptional customer service and ensuring the smooth resolution of complex issues.
Key Responsibilities:- Act as the main point of contact for escalated calls from Customer Service Agents
- Work closely with operations/managers and liaise with customers 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
- Update and provide compliance & repair reports to client
- Call customers to arrange appointments for follow up works
- Support the Customer Service Agents by providing feedback on common causes of complaints and work with the team leaders to support coaching and training needs
- Liaise with Contract Administrators to keep appraised of any issues likely to arise on individual contracts
- Assist the Complaints and Performance Officer in recording complaints and responding to complaints and requests for compensation, monitoring complaints to resolution while keeping customer up to date with progress
- Adhere to and support K&Ts and their clients policies and procedures regarding data protection and equality and diversity
- Attend Contract meetings
- All associated ad-hoc administrative duties
- Previous administrative experience, preferably from a social housing/construction background
- Able to provide a high level of courteous, professional customer service
- Proficient in MS Office, in particular, Outlook and Excel
- Good written and verbal communication skills
- Flexible attitude with strong organisational skills
- Salary exchange pension
- Employee assistance programme
- 28 days annual leave including bank holidays, rising by one day with each full year of service (max five additional)
- Enhanced family leave (dependent on length of service)
We are committed to creating a diverse and inclusive workplace, celebrating individual differences and believing that they contribute to our collective success. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
As part of our commitment to Inclusivity, we offer reasonable adjustments throughout the recruitment process for individuals who may require them. If you feel you need any adjustments, please contact us.
Successful applicants will be subject to eligibility checks including the right to work in the UK and DBS checks.
