Senior Resident Liaison Officer

7 days ago

North Acton, United Kingdom URECRUIT. Full time
Job Title: Senior Resident Liaison Officer

Job Summary:

We are seeking a highly skilled and experienced Senior Resident Liaison Officer to join our team at URECRUIT. As a key member of our customer service team, you will be responsible for providing exceptional service to our residents, ensuring their needs are met, and resolving any issues that may arise.

Key Responsibilities:

* Visiting residents' homes to address their needs and queries
* Dealing with complaints in a timely and effective manner
* Investigating and resolving complaints in accordance with company guidelines
* Maintaining accurate records of complaints and reporting on service improvements
* Scheduling appointments for additional works and monitoring their completion
* Liaising with the Resident Liaison Manager and regional manager on goodwill gestures and compensation
* Overseeing resident surveys and creating monthly reports on service improvements
* Attending monthly meetings with the contract team and providing reports on service improvements
* Ensuring all reports of improvement are reported to the Customer Service Manager

Requirements:

* Experience in a similar role in a social or local authority housing setting
* Proven ability to communicate effectively with customers who may be dissatisfied
* Experience of using IT systems for job management and excellent Excel skills
* Good knowledge of planned maintenance services in housing
* Proven track record of delivering against targets and KPIs
* Full UK driving licence
* Enhanced DBS in place or willingness to undertake one prior to starting

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