Resident Liaison Officer

United Infrastructure; Aston End; On-site; GBP 24,000 - 32,000; Full time

Job summary

United Living is seeking an experienced Resident Liaison Officer to promote exceptional resident care and coordinate between residents, the client, the call centre and site management. You will address issues proactively, document needs, and help ensure works progress smoothly.

The role requires strong communication, a customer-service mindset and the ability to work in a public-facing, deadline-driven environment.

Qualifications

• 2+ years in a customer service role.
• IT literate with MS Office and Excel.
• Strong verbal and written communication.
• Public-facing role experience.
• Full driving licence.
• Experience in Retrofit/Housing/Planned Maintenance desired.
• Flexibility for evening meetings.
• Self-motivated and calm under pressure.

Responsibilities

• Promote and deliver high standards of customer care to residents.
• Maintain effective communication between residents, clients, call centre and operations.
• Attend pre-start meetings with residents and complete needs assessments.
• Develop action plans with client representatives and site management.
• Coordinate resident liaison forums and provide project updates.
• Record keeping: diaries, notes and photos of properties.
• Provide out of hours contact information.
• Manage complaints and ensure a robust customer care procedure.

Skills

Customer service

Microsoft Office

Excel

Verbal communication

Written communication

Public facing

Driving licence

Team player

Calm under pressure

Tools

MS Office

Job description

Are you an experienced Resident Liaison officer looking for a new challenge? Or do you currently work in retail or care and your looking to use your customer service skills in a new rewarding environment?

We are looking for candidates to promote and deliver a high standard of customer care for all residents, ensuring strong communication links exist between the resident, the client, the call centre and the operational team enabling the works to be managed effectively and proactively addressing any issues as they arise.

Specific Responsibilities

• Ensure that United Living HSE&Q standards, operating processes, company policies and all legislative requirements are understood, implemented and adhered to at all times.
• Learn and understand the United Way of working ensuring that the processes are complied with and adopted into your daily disciplines. Induct other employees in the process as required.
• Act proactively to maximise comfort for all residents ensuring that any issues which arise are resolved quickly and effectively. Ensure that all residents can access and receive the best possible service.
• Assist in the monitoring, evaluation and control of service performance.
• Learn and understand the requirements of Total Mobile and ensure that this is adhered to at all times.
• Demonstrate respect, sensitivity and discretion in a public facing role.
• Coordinate and attend pre-start meetings with residents to carry out needs assessment, establish colour choices/styles and complete associated documentation, discuss how to prepare for the works to be carried out, health and safety matters and safeguarding issues etc.
• Develop action plans arising from needs assessments through liaison with the client’s representative and site management as appropriate.
• Co-ordinate and attend all relevant Resident Liaison forums to develop relationships with key groups, to inform them of the work taking place, to understand their priorities, receive feedback and address any concerns they may raise.
• Ensure effective and regular written communication and information is provided to residents throughout the course of works including pre-start documentation, issuing of notices (7, 14 and 28 day letters or as instructed by the client), information about the scope of works, associated timescales and any changes to the programme.
• Ensure effective and regular communication with residents through the coordination and administration of contact lists, newsletters, meetings, daily visits, open days and group events etc.
• Create and maintain property diary, record and photograph the condition of white goods/working area for every property, before work commences, log details of daily visits and ensure that records are appropriately saved.
• Ensure residents are provided with out of hours contact information.
• Develop key client contacts to ensure that the residents are fairly represented and that service delivery is maintained at the highest possible level.
• Resolve any escalated complaints and ensure that an effective Complaints and Customer Care Procedure are in place.
• Carry out product training with residents as appropriate.
• Contact residents post-completion to confirm satisfaction/address outstanding matters and ensure resident is aware of the 12 month defect liability process.
• Work closely with the wider team to ensure that contract requirements and Key Performance Indicators are achieved.
• Maintain effective working relationship with the Call Centre team ensuring that Customer Service is delivered at all times.
• Monitor and record all complaints of alleged damage to resident’s property or personal belongings, proactively investigating and resolving any concerns, ensuring complaints and proposed solutions are communicated to the management team.
• Ensure Equality and Diversity Policies are in place and adhered to.
• Work with Senior Resident Liaison Officer developing key initiatives and procedures to ensure best practices are shared within the organisation.
• All other duties as assigned

Qualifications

• Over 2 years’ experience in a customer service role, or similar.
• I.T literate particularly Microsoft Office and Excel and keen to extend knowledge on software packages.
• Well-developed verbal and written communication skills and the ability to work co-operatively with multi-disciplined groups.
• Team player, but also comfortable working alone.
• Understands the need for respect, sensitivity and discretion in a public facing role.
• A valid driving licence.
• Experience of Retrofit, Housing and/or Planned Maintenance – desirable,
• Some flexibility of working hours may be required (evening meetings).
• Self-Motivated, enthusiastic and calm under pressure.