Resident Liaison Officer
1 week ago
Our client is currenlty looking for a Resident Liaison Officer - for Rushden area NN10 9QJ
Job information
Will need to be able to drive and have own car. Ideally have External Wall insulation experience. Installing Windows, doors + EWI to social housing properties that still have the residents living in the properties To provide an exceptional customer experience for residents, clients and other stakeholders on refurbishment projects. Provide a dynamic customer care service, anticipate customers needs and ensure positive touch points throughout the customer journey.job description
Achieving Results
Delivering a full customer care service to the project, focussing on the customer journey with excellent communication keeping customers informed Deliver a professional, helpful, high quality service and assistance before, during, and after refurbishment works to ensure that the customer's journey surpasses their expectations Achieve the clients KPI targets for resident satisfaction Make Lovell the Contractor of choice embrace TPAS principles Ensuring all activities are documented and recorded as instructed or required on CRM System Ensure all complaints are resolved successfully following the Lovell complaints procedure Supporting other areas of the project team when required and as requested by Project ManagementManaging the Process
Adopting and embracing the CRM system Making appointments for the project team and maintaining project diaries Pre-start visits and profiles Identify specific customer needs (work patterns/health issues etc.) Dilapidation surveys Daily completion of the CRM system Daily telephone/communication/SMS to residents Regular visits to residents where works are underway Building good relationship with Client and other stakeholders Keep Leaseholders/Private residents informed about works that may affect them Ensure GDPR is adhered to Actively promote Safeguarding and be aware of reporting protocol Monitor out of hours calls on a daily basis – follow up as necessary Ensure all complaints are resolved and follow the Lovell complaints procedure Distribution and collection of satisfaction questionnaires, follow up issues and monitor trends Ensure relevant aftercare information/support is supplied Key Performance reporting including compilation of data relative to RLO activities Maintain Service Delivery Monitor Organising and attending resident and communication events, open days, school visits, meetings and conferences Actively looking for PR and community activities Forge links with Resident Associations Prepare newsletters and regular updates Assist with Considerate Constructor initiatives Support the project delivery team in their daily project administrative tasks as required Supporting the project and other projects business in community initiatives, events, new business and customer care. Supporting the delivery team to maintain excellent standards of good housekeeping, PPE Ensure maintenance of safe environment for tenants Compliance with LIBMS processes and procedures and Project Plus/CRM Maintain a presentable image by adherence to the Lovell dress codeServing the Customer (Internal and External)
Ensure the residents are dealt with competently, fairly and effectively in all situations adhering to Lovell Equality and Diversity Policy Apply the principles of Service First in all activities Support and promote resident satisfaction with proactive customer care Explain the role of Lovell & actively promote Lovell Build Customer confidence by delivering an exceptional customer journey Create professional environment Communicate with resident and project team throughout works programmeExplain all aspects of the improvement work and manage expectationsService First
Develop and maintain productive relationships with all members of the team Ensure all operational staff understand the importance of customer service and adhere to Service 1st principles at all times Promote a clear focus on quality assurance, service accessibility and responsiveness, maximising client involvement and feedback Attend meetings and engage actively with key Clients Promote the profile of Lovell Promote customer service excellence throughout the project Candidates must have a valid CSCS card Two commercial relevant References. Can do attitude with a strong work ethic-
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