Customer Service Liaison Officer

4 weeks ago


Oldbury, Sandwell, United Kingdom Zeal recruitment Full time

Job Title: Senior Resident Liaison Officer

Job Summary: We are seeking an experienced and enthusiastic Senior Resident Liaison Officer to join our team on a permanent basis. The successful candidate will be responsible for supporting customers throughout adaptations and disruptive repairs to their homes.

Key Responsibilities:

  • Visiting residents' homes when required and dealing with their needs and queries
  • Dealing with complaints, ensuring they are registered and reported within company guidelines
  • Investigating and resolving complaints in a timely manner within company targets and liaising with residents on their outcome
  • Keeping the complaint log up to date and creating reports to ensure the service is continually improved
  • Scheduling appointments for additional works if necessary and monitoring to ensure they are carried out to the residents' satisfaction
  • Liaising with the Resident Liaison Manager and regional manager if goodwill gestures or compensation are required
  • Overseeing resident surveys, ensuring they are completed and recorded in order to create monthly reports highlighting any actions that need to be addressed and following them up until completion
  • Providing reports to the contract team during monthly meetings

Requirements: The ideal candidate will have excellent communication and interpersonal skills, with the ability to work effectively with residents, colleagues, and other stakeholders. They will also have a strong understanding of customer service principles and be able to work in a fast-paced environment.



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