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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 Shepherds Bush Housing Group. As a key member of our team, you will play a vital role in supporting our customers through their repairs journey.
Key Responsibilities- Customer Support and Liaison: Provide on-site presence to customers' homes to progress cases, provide customer support via home visits, telephone, and written communications.
- Caseload Management: Manage and schedule appointments, deal with complaints, and lead and devise action plans with stakeholders to ensure resolution.
- Customer Satisfaction: Improve customer satisfaction by rebuilding relationships, undertaking customer surveys, and improving our satisfaction rates.
- Collaboration and Communication: Work with contractors and contract managers to ensure that work is being delivered correctly and to specification.
To be successful in this role, you will need:
- Experience and Knowledge: Experience and knowledge of repairs processes and housing processes.
- Excellent Communication Skills: Excellent oral and written communication skills, including the ability to have difficult conversations and write in-depth written communications.
- Listening and Empathy Skills: Excellent listening skills, including displaying empathy and sympathy where applicable.
- Resilience and Flexibility: Showing tenacity, resilience, and flexibility to undertake home visits at any time.
We are committed to ensuring that equality and diversity are integrated at the core of our business. We offer a range of benefits and opportunities for professional development. If you are a motivated and experienced individual who is passionate about delivering excellent customer service, we would love to hear from you.
