Resident Liaison Officer

2 weeks ago

Hampshire, United Kingdom United Living Group Full time
Resident Liaison Officer Job Description

United Living Group is seeking a highly skilled Resident Liaison Officer to join our team. As a key member of our customer care team, you will be responsible for promoting and delivering a high standard of customer care for all residents, ensuring strong communication links exist between the resident, the client, the call centre and the operational team.

Key Responsibilities:
  • Ensure that United Living HSE&Q standards, operating processes, company policies and all legislative requirements are understood, implemented and adhered to at all times.
  • Learn and understand the United Way of working, ensuring that processes are complied with and adopted into daily disciplines.
  • Act proactively to maximise comfort for all residents, ensuring that any issues which arise are resolved quickly and effectively.
  • Assist in the monitoring, evaluation and control of service performance.
  • Learn and understand the requirements of the FLAG system and ensure that this is adhered to at all times.
  • Demonstrate respect, sensitivity and discretion in a public facing role.
  • Coordinate and attend pre-start meetings with residents to carry out 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.
  • Co-ordinate and attend all relevant Resident Liaison forums to develop relationships with key groups, to inform them of the work taking place, to understand their priorities, receive feedback and address any concerns they may raise.
  • 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.
  • Create and maintain property diary, record and photograph the condition of white goods/working area for every property, before work commences.
  • Ensure residents are provided with out of hours contact information.
  • Develop key client contacts to ensure that the residents are fairly represented and that service delivery is maintained at the highest possible level.
  • Resolve any escalated complaints and ensure that an effective Complaints and Customer Care Procedure are in place.
  • Carry out product training with residents as appropriate.
  • Contact residents post-completion to confirm satisfaction/address outstanding matters and ensure resident is aware of the 12 month defect liability process.
  • Work closely with the wider team to ensure that contract requirements and Key Performance Indicators are achieved.
  • Maintain effective working relationship with the Call Centre team ensuring that Customer Service is delivered at all times.
  • Monitor and record all complaints of alleged damage to resident's 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 developing 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 particularly Microsoft Office and Excel and keen 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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