Resident Liaison Officer

2 days ago

Cove, United Kingdom Rullion Limited Full time

Role Overview:

We are seeking a highly skilled Resident Liaison Officer to join our team in Farnborough. As the primary contact for residents, you will play a crucial role in ensuring effective communication and smooth operations between residents and project teams.

About Us:

Rullion Limited is a rapidly growing company that has developed from a small operation to approximately 100 people, generating £70m - £100m in revenue within three years. Our mission is to secure external funding for green solutions aimed at helping vulnerable customers and households.

Job Purpose:

The Resident Liaison Officer will serve as the key representative of Rullion Limited, responsible for building strong relationships with clients and residents onsite. You will ensure that all stakeholders are informed and engaged throughout the delivery of green energy solutions.

Main Responsibilities:

  • Site Coordination: Organise and arrange site visits during surveys and installations by contractors.
  • Customer Communication: Represent Rullion Limited, engaging directly with residents to explain project requirements and the next steps in the customer journey.
  • Tech Support: Educate residents on the technical aspects of the measures being implemented in their homes.
  • Issue Resolution: Address customer queries and escalate any operational issues to the Operations & Readiness Manager.
  • Reporting: Provide regular reports and feedback to Site Managers on site visit outcomes.
  • Data Entry: Input site visit details into the MSD system.
  • Escalation Point: Act as the escalation point for customer and client issue management.
  • Relationship Management: Manage relationships with Housing Associations (HA), developers, site supervisors, and managers for the contract's duration.
  • Stakeholder Engagement: Coordinate communication between internal and external stakeholders, including HAs and Advice Centres.
  • Fault Resolution: Support the resolution of customer-raised faults, coordinating with contractors and Site Managers.
  • Information Sharing: Share information with the Advice Centre and project teams, escalate complaints, and provide site visit reports.
  • NPS Contribution: Contribute to a positive Net Promoter Score (NPS) for the customer journey.
  • Induction and Notification: Conduct resident inductions and send out resident communications/notification letters.

Scope of Decision-Making:

Make recommendations to senior stakeholders, focusing on performance improvements related to cost, measure mix, compliance, and enhancing the customer journey.

Propose escalation steps based on KPIs and SLAs to improve project timelines.

Ensure schemes comply with BEIS (Department for Business, Energy & Industrial Strategy) and Local Authority requirements.

Estimated Salary: £35,000 - £45,000 per annum.

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