Job Description

Resident Liaison Officer

Purpose: To provide an exceptional customer experience for residents, clients and other stakeholders on refurbishment projects. Provide a dynamic customer care service, anticipate customers needs and ensure positive touch points throughout the customer journey.

Responsibilities:

Ensure the residents are dealt with competently, fairly and effectively in all situations adhering to the Equality and Diversity Policy
Apply the principles of Service First in all activities
Support and promote resident satisfaction with proactive customer care
Build Customer confidence by delivering an exceptional customer journey
Create professional environment
Communicate with resident and project team throughout works programme
Explain all aspects of the improvement work and manage expectations

Adopting and embracing the CRM system
Making appointments for the project team and maintaining project diaries
Pre-start visits and profiles
Identify specific customer needs (work patterns/health issues etc.)
Dilapidation surveys
Daily completion of the CRM system
Daily telephone/communication/SMS to residents
Regular visits to residents where works are underway
Building good relationship with Client and other stakeholders
Keep Leaseholders/Private residents informed about works that may affect them
Ensure GDPR is adhered to

Please apply to be considered.