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