Resident Liaison Specialist
15 hours ago
We are recruiting a Resident Liaison Specialist to join our team in London and the Home Counties. This role involves acting as the key point of contact between us, residents, and scheme managers, ensuring high levels of customer satisfaction and effective communication.
Key Responsibilities:- Responding to and resolving resident concerns, complaints, and enquiries promptly and professionally.
- Maintaining and reporting on complaints logs, identifying trends, and recommending improvements.
- Visiting residents in their homes to address issues, provide updates, and ensure satisfaction with completed works.
- Arranging compensation or goodwill gestures as approved by management.
- Organising and attending consultation events, resident surgeries, and community engagement activities.
- Coordinating with the performance team to identify and support vulnerable residents.
- Producing and presenting reports, surveys, and feedback to internal teams and clients.
- Supporting sustainability initiatives and ensuring compliance with health and safety policies.
- A proven track record of improving customer satisfaction levels.
- Excellent interpersonal and communication skills, with the ability to influence and resolve issues effectively.
- Proficiency in Microsoft Office Suite.
- A proactive approach with the ability to manage workloads independently and as part of a team.
- A current UK driving licence and access to an Android or iOS smartphone.
- Experience working with local authorities or housing associations.
- Knowledge of reactive maintenance services.
- Familiarity with complaint handling procedures.
- Holiday Entitlement: 22 days per year, increasing with service (up to an additional 5 days).
- Long Service Awards: Recognition for key milestones and continuous service.
- Perkbox Benefits: Access to a wide range of perks, including free coffees, cinema tickets, and discounts on trips away.
- Volunteer Days: One paid day per year to support a cause of your choice.
The estimated salary for this position is £35,000 - £40,000 per annum.
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