Tenant Liasion Officer

Sureserve Compliance North West; Liverpool; On-site; GBP 27,000; Full time

Job summary

A leading service compliance company in Liverpool seeks a dedicated Service Coordinator to manage service appointments focused on customer satisfaction. You will require a valid UK driving licence, strong administrative and customer service skills, and the ability to communicate effectively with residents. This role offers a competitive salary, company vehicle, and numerous additional benefits including pension and discounts.

Benefits

£26,208 per annum

Company vehicle and fuel card

Contributory pension scheme

Employee engagement events

Strong opportunities for career growth

Qualifications

• Valid UK driving licence is essential.
• Experience in customer service oriented roles.
• Ability to maintain professionalism and confidentiality.

Responsibilities

• Schedule annual services according to client procedures.
• Contact residents to reschedule appointments.
• Produce reports from the Contract Management software.

Skills

Customer service skills

Attention to detail

Multitasking

Organizational abilities

Effective communication

Tools

Microsoft Office

Job description

Overview

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.

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

Qualifications

• 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

Benefits

• £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