Resident Liaison Assistant Manager

Assistant Customer Care Manager / Resident Liaison Assistant Manager 

We are looking for someone with Management experience for an Assistant Customer Services Manager role.  Working with Residents and Tenants living in accomodation that our client is working on you will oversee the Resident/Tenant Liaison Officers making sure that all projects on the South Coast are running smoothly.  It's a great role covering the Southampton and Portsmouth areas with new sites in Basingstoke and Bristol being added that would come under your jurisdiction.  Based out of the Southampton office it will be your job to work with the Customer Care Manager and the RLO's under your care (approximately 4-5 sites) It's a great role for someone who has a Resident Liaison / Social Housing / Housing Management / Customer Care within Housing background. Great if you have a Customer Care NVQ but not a priority but previous Management experience is preferred. 
Your key responsibilities as an Assistant Customer Service Manager are:

• Support the Customer Service Manager in day-to-day functions and act on their behalf in their absence.
• Assist Customer Service Manager to manage, provide support and motivation to our Senior RLO’s and RLO’s, ensuring that assigned tasks are completed in an orderly and effective manner.
• Liaising with Project Managers to ensure identification, management and resolution of all customer issues.
• Provision of outstanding and closed Customer Service issues to the Customer Service Manager monthly.
• The role is based in Southampton, but will require occasional travel to other sites in Portsmouth, Bournemouth and Bristol.

Assistant Customer Care Manager Role Responsibilities

• Assist Customer Service Manager in hiring staff in their department.
• Assist with the monitoring performance of Senior RLO’s and RLOs
• Assist Customer Service Manager with Senior RLO’s and RLO’s probation reviews and annual PDR’s.
• Assist to address grievances made by the Customer Service team.
• Attend sites to assist Senior RLO’s and RLO, as well as delivery team ensuring all the members of the team are well-versed with the principles of customer service and provide training as required.
• Provide updates to Customer Service Manager regarding site visits and any actions issued to individuals or the Customer Service team.
• Develop working relationships with our client and resident representatives to reduce duplication and ensure consistency of information and approach around management of all customer service and delivery issues.
• Work closely with Project and Contracts Managers to ensure project, client and customer issues are managed together and resolved in a timely fashion considering our complaints processes and procedures.
• Support Senior RLO’s and RLO’s to close out complaints at stage 1, escalating resident issues to Customer Service Manager as required.
• Assist with management of in-house Customer Service system including site record templates, local documentation, and communication plans.
• Deliver/support the delivery of customer service presentations to residents prior to and during projects.
• Provide information to assist Customer Service Manager with monthly reports as required.
• Provide suggestions to the manager n improving customer service.
• Review draft communication, amend/approve prior to its issue to our client for their acceptance.
• Monitor and regularly check documentation on site for Right to Work, ensuring that everything is in order. Any issues should be raised with Project Manager to address and highlighted to Customer Service Manager for escalation as required.
• Monitor and analyse KPIs on sites, ensuring that lessons learned process is followed.
• In the absence of the Customer Service Manager provide Customer Service report for discussion during monthly board meetings.

Assistant Customer Care Manager Competencies

NVQ Customer Care Level 3 or equivalent experience gained through work experience.

Experienced in managing a team, ideally within social housing / construction sector.

Excellent customer handling skills and managing resident expectations.

Ability to resolve disputes.

Presentation skills.

DBS check (standard).

Experience in managing a team is beneficial

Dealing with customers/resident's face to face

Able to motivate and lead by example

Confident dealing with complaints and following processes and procedures

Must be able to commute to Portsmouth, Southampton, Bournemouth, Bristol due to the nature of the role.

General IT:

Advanced user MS Excel.

Competent user MS Word, MS PowerPoint, Microsoft Outlook email and calendars.

Competent user of in-house software including probe and SharePoint

Specifically, the Company aims to ensure that no employee or candidate is subject to unlawful discrimination, either directly or indirectly, on the grounds of gender, race (including colour, nationality or ethnic origin), disability, sexual orientation, marital status, part time status, age, religion or belief. This commitment applies to all aspects of employment.
Job Type: Full-time
Benefits:

Company pension

Cycle to work scheme

Health & wellbeing programme

Private medical insurance

Schedule:

Day shift

Monday to Friday

Application question(s):

Do you have Customer Service NVQ 3/4?

Have you previously managed a team?

We look forward to seeing your CV :)