Tenant Liaison Officer

Job description

Sure Maintenance (part of the Sureserve Group) is one of the UK's leading specialists in Heating Repairs, Maintenance and Installations.

They are looking to recruit a conscientious and enthusiastic Tenant Liaison Officer that takes pride in producing work of the highest quality. This role will be as part of a team delivering outstanding service to a long term social housing client in the North West and the surrounding areas.

The Role:

• You will be required to cover a geographical area, working with management, administrators and the client to ensure 100% compliance for annual gas services.
• This will include using a variety of methods, including phone calls and home visits, to contact customers to arrange service appointments for hard to access properties.
• Great interpersonal and customer service skills are required. You will work closely with the client and report back on a regular basis.
• Some work outside of normal hours may be required as is a full UK driving license.

Key Duties

• Schedule annual services in conjunction with the Client specific procedure.
• Where possible ensure that annual servicing referrals are kept to a minimum by means of, telephone communications, home visits & customer liaison, this may involve work outside of normal working hours.
• On a daily basis ensure escalation and completion of annual service visits are progressed as per the client specified processes.
• Produce reports from the Contract Management software to be used to ensure that properties meet the Servicing Procedure requirements. Produce accurate and timely reports to Clients and Management as and when required.
• Deal with tenant complaints following the Company complaints procedure, providing management and the Client with written reports on remedial action required.
• Initiate and manage the Complaint / Incident Procedure in accordance with Company Policy. Arrange appointments with customers regarding complaints; ensure internal Management staff are kept up to date at all times.
• Liaise with the customers for the rectification of any outstanding work or repair work, ensuring prompt rectification.
• Attend client meetings including Resident’s Meetings, Roadshows and Contract Review meetings.
• To maintain personal and professional development to meet the changing demands of the job, participate in appropriate training activities and encourage and support staff in their development and training.
• To undertake such other duties, training and / or hours of work as may be reasonably required and which are consistent with the general level of responsibility of this job.
• Assist in establishing, collating and monitoring Tenant satisfaction level data.
• Ensure compliance with all company standards, policies and procedures.

Benefits:

• Birthday leave (after qualifying period)
• Van and fuel card (private use scheme available)
• Company pension
• Referral programme
• Employee Assistance Programme
• Enhanced maternity/ paternity packages
• Cycle to work scheme
• Women in Business Group
• Employee Representative Council
• Sureserve Legends- celebrating the fantastic ways in which our employees live our values.

Job Types: Full-time, Permanent

Salary: £22,000.00 per year

Schedule:

• 8 hour shift
• Monday to Friday

Licence/Certification:

Driving Licence (required)

Work Location: On the road

Reference ID: YourTLO