Customer Liaison Officer

2 weeks ago

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

At United Living Group, we are seeking a skilled Customer Liaison Officer to promote and deliver a high standard of customer care for all residents. As a key member of our team, you will ensure that strong communication links exist between residents, clients, the call centre, and the operational team, enabling effective management of works and proactive issue resolution.

Responsibilities

  • Implement United Living HSE&Q standards, operating processes, company policies, and legislative requirements.
  • Learn and understand the United Way of working, ensuring process compliance and adoption into daily disciplines. Induct other employees as required.
  • Act proactively to maximise comfort for all residents, resolving issues quickly and effectively, and ensuring residents can access and receive the best possible service.
  • Assist in monitoring, evaluating, and controlling service performance.
  • Learn and understand the requirements of the FLAG system and adhere to them at all times.
  • Demonstrate respect, sensitivity, and discretion in a public-facing role.
  • Coordinate and attend pre-start meetings with residents to conduct 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 work taking place, understand their priorities, receive feedback, and address any concerns raised.
  • 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.
  • Record and photograph the condition of white goods/working areas for every property, log details of daily visits, and ensure records are appropriately saved.
  • Ensure residents are provided with out-of-hours contact information.
  • Develop key client contacts to ensure residents are fairly represented and service delivery is maintained at the highest possible level.
  • Resolve escalated complaints and ensure 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 contract requirements and Key Performance Indicators are achieved.
  • Maintain effective working relationships with the Call Centre team, ensuring 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 in Microsoft Office and Excel, with a keen desire 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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