Resident Safety & Communications Liaison

Metropolitan Thames Valley; England; In loco; GBP 26.000 - 34.000; Tempo pieno

Descrizione del lavoro

Metropolitan Thames Valley is seeking a Customer Liaison Officer to join the Building Safety team. You will be the voice of the customer, ensuring residents are informed, supported and engaged during intrusive surveys, interim safety measures and remedial works.

You will lead communications with residents, act as the main contact between customers and internal teams, and manage enquiries with a focus on timely, empathetic resolution while supporting vulnerable residents.

Competenze

• Experience delivering exceptional customer service.
• Strong communication and presentation skills.
• Experience managing customer enquiries and complaints.
• Excellent organisational and prioritisation skills.
• Strong attention to detail and administration skills.
• Good understanding of tenancy, leasehold management and the Section 20 consultation process.
• Confidence working collaboratively with a wide range of stakeholders.
• Strong IT skills, including Microsoft Office applications.
• A proactive approach to problem solving and continuous improvement.

Mansioni

• Lead communications with residents regarding building safety surveys and remedial works programmes.
• Act as the key point of contact between customers, Customer Services, surveyors and other internal teams.
• Manage customer enquiries, complaints and concerns, ensuring issues are resolved promptly and effectively.
• Produce regular customer communications and site updates.
• Support project teams in securing access to residents' homes to facilitate essential works.
• Build an understanding of residents' individual needs and vulnerabilities to deliver tailored support.
• Coordinate responses to enquiries from MPs and Councillors.
• Track, monitor and report on customer communications and customer satisfaction.
• Support continuous improvement initiatives to enhance the customer experience and service delivery.
• You put residents first, showing empathy, respect and understanding, particularly when supporting vulnerable customers.

Conoscenze

Communication

Presentation

Customer enquiries

Organisational skills

Attention to detail

Stakeholder collaboration

IT skills (MS Office)

Problem solving

Descrizione del lavoro

Metropolitan Thames Valley is seeking a Customer Liaison Officer to join the Building Safety team. You will be the voice of the customer, ensuring residents are informed, supported and engaged during intrusive surveys, interim safety measures and remedial works.

You will lead communications with residents, act as the main contact between customers and internal teams, and manage enquiries with a focus on timely, empathetic resolution while supporting vulnerable residents.