Resident Liaison Manager

Our client is a large partnership housing expert and leading provider of innovative residential construction and regeneration developments.

Purpose:                 

Lead the customer experience team that gathers and analyses a range of feedback from customers (Clients & residents) about their experiences during planned maintenance and retrofit projects.

Lead role in developing and delivering our strategy for improved customer journey based on insightful analysis.  Overseeing  for all aspects of communication both internal and external and liaise with all stakeholders, ensuring that we listen, we learn and we improve the customer satisfaction and the quality of service that we deliver throughout the whole journey; before, during and after improvement works.

Achieving Results/Responsibilities

• Develop the implementation of the Refurbishment Customer Experience strategy. Establish a customer experience plan to improve the customer journey and improve customer satisfaction.
• Continuously seek to evolve and improve the plan based on insightful feedback, market research, industry regulation and performance of the business.
• Oversee the full customer engagement for the region to include Resident Liaison and customer care. Co-ordinating and managing the Resident Liaison activities across the region.
• Responsible for out of hours service provision.
• Manage CRM and seek to ensure the system, functionality and outputs
• Implementing and achieving Service First and the clients principles.
• To be an ambassador for the company on external events promoting the high level of customer services that our client provides.
• Embrace the TPAS and ‘Voice of the Customer’ principles and understand the obligations of Social Housing Regulator and how this impacts our RP Clients.
• Build and enhance relationships with senior members of Client teams to develop and improve the service.
• Collate and report on results and prepare KPI feedback to project teams, clients and stakeholders. Ensuring Customer/tenant satisfaction measures achieve required standard and learn from the feedback.
• Feedback to internal operation team to develop good content to share good practice and learn from feedback/challenges.
• Supporting Business Development team with tenders and interviews
• Supporting operational and administration staff in pre-contract planning and project co-ordination.
• Promote and undertake PR opportunities using wide range of sources from meetings, forums, organised events and using social media.

Managing the Customer Journey

Assisting in the supervision of the liaison staff and service

• To assist in the supervision of Resident Liaison Officers particularly at site level
• To ensure Resident Liaison Officers are compliant with LIMS documentation, using CRM compliantly and present themselves professionally in line with the uniform policy.
• To ensure Resident Liaison Officers are completing tasks in line with the department policies and procedures and undertaking duties in line with personal safety procedures
• To assist in the training / development of the Resident Liaison Officers to a professional standard that meets the requirements of our Customers.

Serving the Customer (Internal and External)

To build and maintain trustworthy relationships with all stakeholders, clients and internal Resident Liaison Officers, Management and Site Teams, customers and relevant outside agencies/stakeholders;

• Actively promote the Partnerships Division
• Work with the regional refurbishment team to improve and deliver high level of customer service
• Work closely with Clients and resident groups to deliver a service that promotes equality, diversity and inclusion
• Attend industry events and conferences such as TPAS  
• Assisting and organising promotional events, PR,social media and social value activity.

Delivering Quality

To assist in the compilation and evaluation of customer complaints

Compile and monitor compliment, complaints and claims across regional refurbishment business.

In conjunction with the Site teams, resolve complaints effectively.

Ensure Resident Liaison Team are adhering to the regions procedure for dealing with damaged items or personal injury claims

Assist with Bid Team to support new opportunities, bids and interviews

Produce and support marketing material in line with policy guidelines.

Review site forms to ensure consistency and high quality material is being produced and distributed to our customers.

Health & Safety

Comply with the Lone Working Procedure and ensure the Resident Liaison Officers are complying to our lone working procedure

Highlight any possible breaches of Heath & Safety or unsafe working practices

Technical Skills and Knowledge

Microsoft Office

Microsoft Excel

Microsoft PowerPoint

Ability to research content , analyse feedback/KPI results and create professional written reports

Knowledge of social housing industry

Ability to produce information confidently to Clients at meetings and interviews.

Significant experience of managing and leading others, developing and delivering a plan

Proven experience of improving customer experience and satisfaction within a customer focused organisation