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Responsibilities include:
- Acting as a crucial intermediary between the site teams, residents, and colleagues.
- Being the main contact for residents, keeping them informed about project timelines, progress, and any disruptions.
- Ensuring residents are aware of the works processes and communicate updates / changes accordingly
- Attending regular client representative and tenant meetings and workshops to ensure highest level of customer service is provided at all times.
- Ensure a consistent approach to customer care is adopted,
- Managing the Tenant's Complaints procedures as a point of escalation.
- Updating the database to reflect on-going works.
- Collaborate with internal teams as necessary (such as planners and operatives) to assist with booking appointments and managing schedules
- Facilitate communication between all stakeholders for a seamless project experience.
- Addressing residents' concerns and complaints, ensuring their needs are met
- What we're looking for:
- Previous experience in customer service or housing-related roles, ideally within a Resident/tenant Liaison Officer (RLO) role.
- Experience of repairs and maintenance programmes in occupied premises, ideally with legal disrepair/housing condition claims environment.
- Proven track record of successfully managing the workload across planned maintenance programmes.
Skills and Abilities:
- Strong interpersonal and communication skills
- Confidence to manage sometimes difficult situations, and proven ability to work collaboratively with a range of stakeholders.
- Empathy and the ability to build trust with residents, tenants and customers.
- Knowledge of housing regulations and disrepair protocols.
- Excellent organisational skills to manage multiple cases simultaneously.
- Self-motivated with a proactive attitude to see cases through to resolution.
