Resident Liaison & Client Care Coordinator

Sureserve Group; Croydon; Hybrid; GBP 24,000 - 32,000; Full time

Benefits offered by this job

Competitive salary

Pension scheme

Life assurance

28 days annual leave

Enhanced family leave

Job summary

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

Key duties include coordinating with Customer Service Agents, operations teams, and contract administrators to resolve issues, update reports, and manage appointments while upholding data protection and equality policies.

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, Outlook and Excel.

Responsibilities

• Act as the main point of contact for escalated calls from Customer Service Agents.
• Liaise with operations/managers to ensure smooth resolution of complex issues and keep customers updated.
• Mediate to prevent issues escalating and reduce formal complaints.
• Update and provide compliance & repair reports to client.
• Call customers to arrange appointments for follow-up works.
• Support the team by feeding back on common causes of complaints and assist coaching.
• Liaise with Contract Administrators on contract issues and risks.
• Assist with recording and responding to complaints and compensation requests.

Skills

Administrative experience

Customer service

Communication skills

Organisational skills

Flexible attitude

Education

A-levels or equivalent

Tools

MS Office

Outlook

Excel

Job description

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

Key duties include coordinating with Customer Service Agents, operations teams, and contract administrators to resolve issues, update reports, and manage appointments while upholding data protection and equality policies.