Tenant Liasion Officer

Sureserve; Liverpool; Hybrid; GBP 27,000; Full time

Job summary

A leading compliance and energy services provider in the UK is looking for a Customer Service Coordinator to manage service appointments and customer interactions. The role involves scheduling services, liaising with residents, and ensuring compliance with company standards. Ideal candidates will have strong administration skills and a valid UK driving licence. This position offers a competitive salary and diverse benefits including a company vehicle and career development opportunities.

Benefits

Company vehicle and fuel card

Contributory pension scheme

Virtual GP service

Employee Assistance Programme (EAP)

Qualifications

• Must possess a valid UK driving licence.
• Strong multitasking abilities to handle tasks concurrently.
• Experience in customer service-oriented roles.

Responsibilities

• Schedule annual services according to client procedures.
• Contact residents to reschedule appointments.
• Produce timely reports to clients and management.

Skills

Customer service experience

Attention to detail

Multitasking abilities

Organizational skills

Communication skills

Microsoft Office proficiency

Driving licence

Job description

Sureserve provide market leading compliance and energy services across the UK, with close to 4000 employees working from over 20 offices.

Sureserve is a trusted partner for housing associations, local authorities, and residents, delivering high-quality compliance and energy services. Our focus on energy efficiency, safe and compliant homes, and enhanced quality of life makes us a leader in the industry. With nationwide reach, regional expertise, and a commitment to excellent service, we are well-positioned to support our clients now and in the future

Role Overview:

Successful applicants must be flexible between our Wirrall (CH41 5AA) and Liverpool (L7 9NJ) offices, but will predominantly operate from the Wirrall office.

Your role will include using a variety of methods, including phone calls and home visits, to contact customers to arrange service appointments for hard to access properties.

Great interpersonal and customer service skills are required. You will work closely with the client and report back on a regular basis. Some work outside of normal hours may be required as is a full UK driving licence.

This role is ideal for candidates that have strong administration and scheduling admin skills as well as confident facing the public and visiting tenants homes delivering top customer service.

Key Responsibilities:

• Schedule annual services in conjunction with the Client specific procedure
• Where possible ensure that annual servicing referrals are kept to a minimum by means of, telephone communications, home visits & resident liaison, this may involve work outside of normal working hours
• On a daily basis ensure escalation and completion of annual service visits are progressed as per the client specified processes
• Contact residents when required to reschedule appointments
• Produce reports from the Contract Management software to be used to ensure that properties meet the Servicing Procedure requirements
• Produce accurate and timely reports to Clients and Management as and when required
• Deal with resident complaints following the Company complaints procedure, providing management and the Client with written reports on remedial action required
• Initiate and manage the Complaint / Incident Procedure in accordance with Company Policy. Arrange appointments with residents regarding complaints; ensure internal Management staff are kept up to date at all times
• Liaise with residents for the rectification of any outstanding work or repair work, ensuring prompt rectification
• Attend client meetings including Resident’s Meetings, Roadshows and Contract Review meetings
• Maintain personal and professional development to meet the changing demands of the job, participate in appropriate training activities and encourage and support staff in their development and training
• To undertake such other duties, training and / or hours of work as may be reasonably required and which are consistent with the general level of responsibility of this job
• Assist in establishing, collating and monitoring resident satisfaction level data.
• Ensure compliance with all company standards, policies and procedures

Skills & Experience

• Valid UK driving licence (essential)
• Exceptional attention to detail and administrative skills
• Strong multitasking abilities to handle tasks concurrently
• Resilient and capable of working under pressure with a solution-oriented mindset
• Excellent organizational abilities to prioritize and manage workload efficiently
• Proficient Microsoft Office packages
• Friendly and professional attitude in all interactions with team members and residents
• Experience in customer service oriented roles
• Effective communication skills, both written and verbal
• Ability to maintain a high level of professionalism and confidentiality
• A flexible and adaptable work ethic, ready to collaborate in a team setting

What we offer?

We offer a range of benefits designed to support your lifestyle whilst working for Sureserve and outside of work, some of these include:

• £26,208 per annum
• Company vehicle and fuel card supplied
• Contributory pension scheme
• Life assurance
• 20 days + Bank holidays (service based increasing holiday scheme)
• Enhanced maternity, paternity, adoption leave and other family friendly policies
• Sureserve Benefits Hub, accessing over 1000 retail discounts
• Virtual GP service, available for employees and immediate family
• Employee Assistance Programme (EAP)
• Bike2Work Scheme
• EV Car Scheme
• Employee engagement events and “Employee Voice” programmes
• Strong opportunities for career growth and development
• “Sureserve Legends” – celebrating the fantastic ways in which our employees live our values

Committed to Diversity & Inclusion

Sureserve is an equal opportunities employer, dedicated to nurturing a diverse and inclusive work environment. We are committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. We are committed to developing talent at all levels, ensuring equality, diversity, and inclusion in the way we work and in the communities in which we work, and making sure that every one of our people, clients and customers has the opportunity and support to fulfil their professional and personal potential.

Reasonable Adjustments

As part of our commitment to inclusivity, we offer reasonable adjustments throughout the recruitment process for individuals that may require them. If you feel you need any adjustments please contact [e-mail].

Pre Employment Checks

Successful applicants will be subject to eligibility checks with a 3rd party, including right to work in the UK and DBS background checks.