Resident Liaison Officer

Mears; Dartford; On-site; GBP 25,000 - 35,000; Full time

Job summary

Une entreprise leader dans le secteur du logement social, Mears, est à la recherche d'un Resident Liaison Officer pour rejoindre son programme de réhabilitation. Vous serez la première ligne de support pour les clients, assurant une communication proactive et une expérience client positive. Participez à des projets communautaires tout en bénéficiant d'avantages tels que 25 jours de congé, un véhicule de société, et des réductions sur des achats quotidiens.

Benefits

25 jours de congé annuel plus jours fériés

Véhicule de société et carte carburant

Uniforme

Journée annuelle de remerciement

Congé de bénévolat

Réductions sur les courses, vacances et autres

Qualifications

• Expérience de gestion des relations avec les clients et de livraison de projets communautaires.
• Bonnes compétences interpersonnelles et capacité à travailler sous pression.
• Expérience avérée dans l'amélioration des services.

Responsibilities

• Fournir un service professionnel de première ligne aux clients.
• Gérer les tâches opérationnelles liées aux clients et assurer une communication claire.
• Engager les clients tout au long du processus de livraison des services.

Skills

Gestion du temps

Communication

Relation client

Résolution de problèmes

Job description

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As a Resident Liaison Officer, you will be working on our SHDF retrofit programme within the social housing background, providing a stable and profitable contract, delivering excellent service and support through our local teams, who understand the importance of working together for the local community. Providing front facing support and advice as required and delivering proactive communication throughout the works life cycle. Putting the customer at the heart of everything we do; ensuring we meet the needs of the business, our clients, and our customers.

Key Criteria:

• Provide a front-line professional service to all customers - pro-actively deliver a positive face to face experience
• Experience of handling multiple tasks in a high volume in a rapidly changing environment
• Coordinate and deliver all customer operational related tasks and communication materials as appropriate
• Ensure customer appointments are attended on time and to standard
• Encourage positive relationships between Mears and the customer, ensuring all actions are followed up and communicated effectively
• Support customer engagement activities across all channels
• Support Customer Service Centre with resolution of front-line complaints and queries
• Engage customers in a positive way, involve them in the overall delivery process, keeping them informed of progress on works and manage expectations
• Convey accurate and timely information to customers and operational team, in clear simple terms
• Ensure customers opinions are acknowledged and feedback into operational teams – champion customer insight solution
• Experience of developing and delivering service improvements
• Experience of partnership /alliance /collaborative working
• Good time management, planning & organisational skills
• Experience of working with computerised systems
• Good written, verbal, and interpersonal skills with strong customer experience ethos and strong communication skills
• Experience of delivering community projects

All our roles require candidates to have the entitlement to work within the UK, Mears does not currently offer visa sponsorship.

To drive a Mears vehicle, you must be aged over 21 have held your licence over 3 months and have less than 9 points.

Candidates should be aware that all our roles are subject to relevant DBS/Security checks before commencement of employment.

Benefits we can offer you

• 25 days annual leave plus bank holidays
• Company Van and Fuel Card
• Uniform
• Annual Mears Fun Day - Our annual Fun Day is organised as a massive thank you from the Executive team for all the hard work!
• Volunteering Leave - Mears supports employees to undertake paid volunteering in the community, in support of our social value commitment.
• Staff perks with Mears Rewards - discounts of up to 10% weekly groceries, holidays, eye test vouchers, Share save scheme, plus much more