Resident Liaison Officer

Oakray has been providing buildings support to local authorities, social landlords, NHS trusts and private sector clients for over 40 years. Founded in 1979, we have a proven track record of delivering successful mechanical, electrical and security services and solutions to our commercial and domestic clients, with whom we have developed longstanding partnerships.

Job Summary

Oakray Renewables/Retrofit have an exciting new position available for an RLO to work between in and around our Enfield office.

We are looking for a hardworking individual who will offer a professional service. To ensure the completion of works at residents' properties is a straight forward and smooth process from start to finish, by working closely with managers and supervisors, client representatives and residents.

Main Responsibilities

• Act as the main point of contact for escalated calls from Customer Service Agent

• Liaise with customer to ensure smooth resolution of any complex issues, maintaining regular contact to keep customers informed of progress

• Be available for residents' meetings, and meetings with the client as and when required

• Act as a mediator to prevent issues being escalated and reduce the number of formal complaints being raised

• Establish a resident's charter, maintain files, keep a log of complaints and any query's that may come in

• Involvement at start-up/sign off meetings for projects

• Any claims, compensation and complaints are dealt within a time scale and with care

• Call customers to arrange appointments for follow up work supporting the Customer Service Agents by providing feedback on common causes of complaints and work with the team leaders to support coaching and training needs

• Liaise with Contract Administrators to keep appraised of any issues likely to arise on the contracts

• Liaise with Scheme managers (sheltered blocks)

• Letter process for the neighbouring property's explaining all works

• Meet internal standards relating to quality of calls

• Maintain standards of productivity to achieve individual and team targets

• Assist the Complaints and Performance Officer(s) in recording complaints and responding to complaints and requests for compensation

• Adhere to and support Oakrays and their clients' policies and procedures regarding data protection and equality and diversity

• You would be expected to work on other contracts or projects as and when requested, to meet business needs.

Person Specification

Essential Skills/Aptitude/Knowledge

• Excellent communication skills, both written and verbally Good IT Skills (Excel, Outlook etc)

• Previous RLO within the Housing sector is desirable

• Able to work on own initiative and devise system to suit role

• Ability to work as part of a team

• Appreciation of site operatives

Experience

• RLO Min 2 year (preferred)

• Qualification in customer support or equivalent (preferred)

• Previous experience within a similar role Desirable Skills/Aptitude/Knowledge - Willingness to learn

Location:

You would be expected to work from site and between our Enfield office, and potentially our client's office.

Working For Us

We aim at all times to recruit the person who is most suited to the job. Recruitment will be solely on the basis of the applicant's abilities and individual merit as measured against the criteria for the job. Qualifications, skills and experience will be assessed at the level that is relevant to the job.

We will ensure that our shortlisting, interviewing and selection procedures avoid discrimination in any way, including on grounds of age, disability, gender, marital status or civil partnership, race, nationality or ethnic origins, religion or belief or sexual orientation.

· 21 days holiday increasing by 1 day every 2 years' service up to a maximum of 25 days, plus statutory days

· Pension scheme – Auto enrolment

· Employee Assistance Programme

· Life insurance

· Employee Referral Scheme

Staff Discounts

· 40 hours a week Monday to Friday, between 8.00am – 5pm with a 1-hour unpaid lunch break

· We are an equal opportunities employer

You will be part of a friendly and busy team.

You will receive excellent training and support in this role and there will be plenty of scope to improve and enhance your current abilities. In addition, as the company continues to grow there are plenty of opportunities for career progression and advancement. Oakray is a company that recognises individual talent, encourages professional development and rewards success.

If you believe that you have the talent, energy and spirit and are eager to learn, then we want to hear from you

Job Types: Full-time, Permanent

Pay: Up to £32,500.00 per year

Benefits:

• Company pension
• Employee discount
• Health & wellbeing programme
• On-site parking

Work Location: In person