Senior Resident Liaison Officer

Your key responsibilities are:

• Facilitate the smooth running of projects by building and maintaining positive relationships between the residents, sub-contractors, client representatives and the�team.


• Work closely with Project Manager and site management team to ensure quality of customer service is maintained to a high level, including resolution of issues raised.


• Be part of interview process when hiring Resident Liaison Officers in their Region.


• Assist Assistant Customer Service Managers with the training and support of trainee RLOs and new RLOs to the company, ensuring they understand the�processes and procedures at ground level.


• Assist Customer Services Manager on projects to produce presentations and letters etc.


• Attend pre-commencement surveys with RLO as required to support learning or when two to attend is required.


• Maintain working relationships with client representatives to reduce duplication and ensure consistency of information and approach.


• Maintain customer service processes and systems as relevant for the site and residents.


• Respond to all resident issues, working closely with project manager and site management team to ensure resolution of issues raised to ensure prompt resolution and recommend changes, in line with�policies.


• Provision of outstanding and closed Customer Service issues to the Assistant Customer Service Managers monthly.


• Work closely with the Project Manager and Design & Quality teams.


• Set up and maintain�customer service systems, site records and local documentation and communication plans.


• Draft responses and communication for residents and other parties.


• Mail merge letters to be sent to residents for surveys and installation dates etc, as directed by the Customer Service Manager/ Assistant Customer Service Manager


• Approve written communication as required


• Deliver/support the delivery of customer service presentations to residents prior to and during projects as required.


• Provide suggestions to line manager on improving customer service.


• Answering of phone calls and making any necessary appointments.


• Arrange site surveys as required to each property within the project.
  

  Skills and Qualifications:

  
  


• Excellent written English.


• Experience with customer service, ideally resident liaison experience within construction/social housing sector.


• Ability to manage resident expectations.


• DBS�check (standard).


• Competent MS Excel, MS Word, Microsoft Outlook email and calendars.


• Competent use of Project Probe and SharePoint