Resident Experience Lead – Customer Care & Liaison

Fawkes & Reece Group; Derby; On-site; GBP 41,000 - 50,000; Full time

Benefits offered by this job

Pension contribution scheme

Life assurance scheme

Private healthcare available

Bonus scheme

Job summary

Fawkes & Reece Group is recruiting a Customer Care/Resident Liaison Manager to lead a regional team of Resident Liaison Officers across East Midlands schemes. The role focuses on delivering seamless customer service at every touchpoint and supporting the Customer Experience Business Partner with metrics and feedback.

You will manage day-to-day operations, resource planning, and escalation handling, ensuring compliance and high standards while supporting social value commitments and community

Qualifications

• Experience leading a customer service team.
• Proven ability to coach and develop staff.
• Strong stakeholder engagement and communication.

Responsibilities

• Lead and support Resident Liaison Officers and drive high service standards.
• Oversee daily operations of the Customer Experience Team across schemes.
• Plan resources and staffing to meet changing demand and priorities.
• Support customer strategy delivery and feedback collection.
• Escalate and resolve complaints promptly with a can-do approach.
• Engage with clients and stakeholders to maintain professional service.

Skills

Customer service management

Team leadership

Stakeholder engagement

Coaching

Problem solving

Organisation

Communication

Tools

MS Office

Job description

Fawkes & Reece Group is recruiting a Customer Care/Resident Liaison Manager to lead a regional team of Resident Liaison Officers across East Midlands schemes. The role focuses on delivering seamless customer service at every touchpoint and supporting the Customer Experience Business Partner with metrics and feedback.

You will manage day-to-day operations, resource planning, and escalation handling, ensuring compliance and high standards while supporting social value commitments and community