Customer Engagement Coordinator

Sureserve Compliance Fire Ltd., part of the Sureserve Group, is a specialist in Life Safety compliance services. Through design, installation, maintenance and monitoring of fire safety and electrical systems, we deliver fire and electrical compliance and testing services. This covers a comprehensive range of physical infrastructure and safety considerations required for a building to meet regulatory requirements. As a leading fire and electrical compliance service provider to the public sector, our success relies upon a market-leading, engaged, and highly skilled team, for which we are always seeking skilled and self-motivated individuals to join us.

Role Overview:

The purpose of this role is to deliver a market leading Resident engagement and administrative support in a dynamic fast paced environment to the Project and Service & repair teams, consulting with a wide and diverse customer base in a professional and efficient manner. Delivering an excellent level of client engagement to ensure high levels of resident & client satisfaction.

To build and maintain positive relationships between the residents, Sub-Contractors, Client representatives and the Sureserve team members to meet and exceed the Contract KPI target.

As a primary point of contact for residents & project stakeholders, you will engage with customers through newsletters, meetings, visits, and open days, ensuring they are aware of the works processes and communicating updates or changes, accordingly, contacting residents to arrange service appointments for hard to access properties or communal areas.

Responsibilities:

• Make appointment with residents for works to their property/door
• To create and post notification letters to residents for works to their property/door
• Answer calls from residents and assist with any questions or queries they may have
• Offer information, advice and assistance to the residents of our clients whilst major works are being carried out to their homes
• Take an active role in developing, agreeing and managing the residents' consultation plan for Individual projects
• Agree with the internal operations team, the resident's information packs, and format and content of updates to residents, including newsletters using a variety of media outlets
• Liaise with our sub-contractors, external agencies and clients to secure satisfactory outcome where there are difficulties in gaining access to dwellings or where there are other disputes with residents
• Advise Project Managers of any issues which may affect the project
• Arrange and attend meetings where required to present to residents
• Maintain customer feedback/complaints procedure for each project
• Ensure information on vulnerable residents or those posing a risk is communicated in line with policy
• Ensure proactive approach to identify vulnerable residents within programmes, and escalate where appropriate ensure if longer terms needs are required
• Undertake resident satisfaction surveys following the completion of capital projects, including a full analysis of the results
• Review regularly the procedures for consulting and communicating with residents and suggest improvements

Skills & Experience

• Previous experience within a social housing resident engagement role preferable
• Clear focus of quality of service
• Ability to understand, organize and analyse information received to assess situations and determine the objectives with a clear concise well-organized reply
• Aptitude to identify, eliminate or reduce causes to any root problems
• Capable and confident working alone
• Empathetic communicator able to see things from other people's perspective
• Able to get on well with others and be a team player
• Sufficiently mobile and flexible towards hours and place of work
• Great interpersonal and customer service skills are required. You will collaborate closely with the client and report back on a regular basis.
• Hold a full UK driving license and access to own vehicle as some of our sites are very remote

Benefits

• 25 days holiday (plus the bank holidays)
• Extra day off for your birthday
• Pension contributions
• Hybrid working
• Career progression opportunities
• Ongoing Mentoring and 'career / performance coaching'
• Commitment to training and development
• Employee Assistance Program
• Free 24/7 Virtual GP service
• Bike 2 Work scheme
• Discount benefits hub
• Health cash back scheme