Client Resident Liaison Officer - Social Housing

Sureserve; South Shields; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading compliance and energy services provider is seeking a Client Resident Liaison Officer to act as a key contact for clients and manage customer queries. The role involves daily administrative tasks, client reporting, and resolving complex issues within the social housing sector, requiring excellent customer service and MS Office proficiency. Ideal candidates will have a flexible attitude and previous administrative experience, offering a competitive salary and comprehensive benefits including a contributory pension scheme and life assurance.

Benefits

Competitive salary

Contributory Pension scheme

Life assurance

28 days annual leave, increasing with service

Enhanced family-friendly policies

Retail discounts

Virtual GP service

Employee assistance programme

Bike2Work scheme

Home & Electronics salary sacrifice scheme

Qualifications

• Previous administrative experience, preferably from a social housing/construction background.
• Able to provide a high level of courteous, professional customer service.
• Proficient in MS Office, in particular, Outlook and Excel.
• Good written and verbal communication skills.
• Flexible attitude with strong organisational skills.

Responsibilities

• Act as the main point of contact for escalated calls from Customer Service Agents.
• Work closely with operations and manage customer relations.
• Update and provide compliance and repair reports to clients.
• Support the Customer Service Agents and assist in complaint management.
• Attend contract meetings and perform associated administrative duties.

Skills

Customer service

MS Office proficiency

Communication skills

Organisational skills

Job description

The Sureserve Group of businesses provides market-leading compliance and energy services across the UK, with 4000 employees working from over 20 offices.

Sureserve Compliance South, delivers heating services within the social housing sector across London & the South East. We support our clients across domestic gas, commercial gas, renewables, and electrical services. We are London’s largest, most successful gas contractor, focusing on long‑term contracts with our clients to offer our staff job security and progression opportunities.

Role

The role of our Client Resident Liaison Officer is to act as the main point of contact for our client and be a customer contact for compliance, relevant queries, complaints, and complex issues. The role also involves daily administration/client reporting and will be based in the Dartford office.

• Act as the main point of contact for escalated calls from Customer Service Agents
• Work closely with operations/managers and liaise with customer to ensure smooth resolution of any complex issues, maintaining regular contact to keep customers informed of progress
• Act as a mediator to prevent issues being escalated and reduce the number of formal complaints being raised
• Update and provide compliance & repair reports to client
• Call customers to arrange appointments for follow up works
• Support 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 individual contracts
• Assist the Complaints and Performance Officer in recording complaints and responding to complaints and requests for compensation, monitoring complaints to resolution while keeping customer up to date with progress
• Adhere to and support K&T’s and their clients’ policies and procedures regarding data protection and equality and diversity
• Attend Contract meetings
• All associated ad‑hoc administrative duties

The successful candidate will have

• Previous administrative experience, preferably from a social housing/construction background
• Able to provide a high level of courteous, professional customer service
• Proficient in MS Office, in particular, Outlook and Excel
• Good written and verbal communication skills
• Flexible attitude with strong organisational skills

What we can offer you

• Competitive salary
• Contributory Pension scheme
• Life assurance
• 28 days annual leave inclusive of bank holidays, rising 1 per year of service to a max of 33 days
• Enhanced maternity, paternity, adoption leave, and other family friendly policies such as carer’s leave, neonatal leave, IVF, and assisted conception leave.

In addition, the role offers:

• Sureserve Benefits Hub, accessing over 1000’s retail discounts
• Virtual GP service, 24/7, 365 days, available for employees and your immediate family
• Employee assistance programme (EAP), available 24/7. 365 days, for employees and your immediate family
• Bike2Work scheme

• Home & Electronics – salary sacrifice purchase scheme

Sureserve is an equal opportunities employer, dedicated to nurturing a diverse and inclusive work environment. We are committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status

Reasonable adjustments

As part of our commitment to Inclusivity, we offer reasonable adjustments throughout the recruitment process for individuals who may require them. If you feel you need any adjustments, please contact [e-mail]

Pre‑employment checks

Successful applicants will be subject to eligibility checks with a 3rd party, including the right to work in the UK and DBS checks