Resident Liaison Officer

We're looking for a Part Time Resident Liaison Officer to start asap. The position may become full time in the future if further contracts are won.

Overall purpose of role

To:

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

Responsibilities

• 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 / residents.
• Liaise with site team and Project Manager to ensure the smooth running of the project
• Basic site administration including data entry of the in house system for such as:

ü Delivery receipts

ü Site stock takes

ü Update and close out alerts

ü Right to Work Checks

Key tasks

• Answering of phone calls and making any necessary appointments.
• Work with client and resident representatives to track all services within the project, issues raised and their resolution.
• Work closely with the Project Manager and Design & Quality teams.
• Liaise with individual residents and establish individual requirements.
• Work with site and project management to identify and resolve issues and make recommendations for changes where appropriate.
• Manage surveys and work appointments with residents and comply with local key-holding and security requirements.
• Observe all H&S rules and ensure resolution of service issues comply with all such rules.
• Mail merge letters to be sent to residents for surveys and installation dates etc, as directed by the Customer Service Manager.

Competencies

Role-specific:

• Excellent written English.
• Experience with customer service, ideally Resident Liaison experience within construction / social housing sector.
• DBS checked (standard).

General IT

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