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Resident Liaison Officer

Job Type: Temporary Contract

Duration: 3 months approx.

Location: Withernsea, Yorkshire

Salary: Up to £10 per hour

Hours of Work: Part Time (20 hours per week)

Start Date: ASAP


Job Description


To promote and deliver a high standard of customer care for all residents, ensuring strong communication links exist between the resident, the client, the call centre and the operational team enabling the works to be managed effectively and proactively addressing any issues as they arise.


The daily duties will include:


  • Ensure that United Living Infrastructure Services HSE&Q standards, operating processes, company policies and all legislative requirements are understood, implemented and adhered to at all times.

  • Proactively door knock to maximise comfort for all residents ensuring that any issues which arise are resolved quickly and effectively. Ensure that all residents can access and receive the best possible service.

  • Assist in the monitoring, evaluation and control of service performance.

  • Demonstrate respect, sensitivity and discretion in a public facing role.

  • Develop action plans arising from needs assessments through liaison with the client’s representative and site management as appropriate.

  • Co-ordinate and attend all relevant Resident Liaison forums to develop relationships with key groups, to inform them of the work taking place, to understand their priorities, receive feedback and address any concerns they may raise.

  • Ensure effective and regular written communication and information is provided to residents throughout the course of works including pre-start documentation, information about the scope of works, associated timescales and any changes to the programme.

  • Ensure effective and regular communication with residents through the coordination and administration of contact lists, newsletters, meetings, daily visits, open days and group events etc.

  • Create and maintain property diary, records and photograph the condition as required

  • Ensure residents are provided with out of hours contact information.

  • Resolve any escalated complaints and ensure that an effective Complaints and Customer Care Procedure are in place.

  • Contact residents post-completion to confirm satisfaction/address outstanding matters

  • Maintain effective working relationship with the Call Centre team ensuring that Customer Service is delivered at all times.

  • Monitor and record all complaints of alleged damage to resident’s property, proactively investigating and resolving any concerns, ensuring complaints and proposed solutions are communicated to the management team.

  • All other duties as assigned.


The successful candidate will have the following:


  • Experience in a customer service role, or similar.

  • I.T literate particularly Microsoft Office and Excel.

  • Well-developed verbal and written communication skills

  • Team player, but also comfortable working alone.

  • Understands the need for respect, sensitivity and discretion in a public facing role.

  • Some flexibility of working hours may be required.

  • Self-Motivated, enthusiastic and calm under pressure.


Applying


Contact for this job: Lisa Doyle

Method of application: CV

Email address to send applications to: recruitment@wilcock.co.uk