Resident Liaison Officer

Prosper Recruitment Ltd; Chesterfield; On-site; GBP 30,000 - 35,000; Full time

Job summary

A leading UK contractor is seeking a Resident Liaison Officer in Chesterfield to enhance customer experience during social housing refurbishment projects. The ideal candidate will manage customer interactions and ensure effective communication throughout the process. Benefits include a competitive salary of £30,000 to £35,000, a company car or allowance, and additional perks such as a pension scheme, life assurance, private healthcare, and wealth management advice.

Benefits

Company Car (Electric) or Car Allowance

Profit Related Bonus scheme

Pension contribution scheme

Life assurance scheme

Private healthcare

Access to wealth management advice

Qualifications

• Full driving licence is required.
• Proficient in oral and written communication.
• Capable of multitasking under pressure.

Responsibilities

• Coordinate activities related to the customer journey.
• Undertake visits to monitor customer satisfaction.
• Investigate and resolve customer complaints promptly.
• Support the site manager in improving customer experience.
• Identify community initiatives for social values.

Skills

Excellent communication skills

Problem solving skills

Team player

Good initiative and logical thinking

Ability to work in a fast paced environment

Job description

Resident Liaison Officer - Social Housing Refurbishment

Prosper Recruitment are working in partnership with a highly successful and market leading main contractor renowned for their expertise in social housing refurbishment and retrofit projects in the Chesterfield area.

Due to new projects won our client is looking to recruit several RLO's (Customer Experience Coordinators) for various schemes across the Yorkshire & East Midlands Region. The purpose of this role is to deliver an unforgettable experience and support customers throughout their journey with the contractor whilst improvements are being made to their homes. You will build positive relationships with customers ensuring that they are fully informed, constantly consulted and always listened to.

As part of the customer experience team, you will be responsible for liaising with customers on projects to arrange appointments for trades and keep customers fully informed throughout the process. You will need good communication skills, a can‑do attitude, desire to succeed and the ability to multitask and work under pressure with tight deadlines.

Daily Responsibilities

• Coordinate all activities that relate to the customers journey, from introduction through to the completion of works.
• Undertake visits to customers in their homes to monitor works and quickly address any customer concerns or issues raised to avoid escalation.
• Support the site manager in all activities affecting the customer experience.
• Investigate and resolve complaints within agreed timescales.
• Resolve problems of access or other social issues.
• Identify community initiatives to fulfil social value commitments.
• Asset in developing continuous improvement opportunities links to all activities affecting the customer journey.

Requirements

• Excellent communication skills, both written and oral.
• Ability to work in a fast paced environment.
• Good initiative and logical thinking skills.
• Good problem solving skills.
• Confident and organised.
• Good communication and negotiating skills.
• Computer literate.
• Team player.
• Full driving licence.

Package

• Basic Salary – £30,000 – £35,000 pa basic.
• Company Car (Electric) or Car Allowance – £4k pa.
• Company Profit Related Bonus scheme percentage paid over the last 3 years: 15%.
• Pension contribution scheme.
• Life assurance scheme.
• Private healthcare available.
• Access to wealth management advice.