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We are seeking a Resident Liaison Officer (Customer Service Representative) who will play a key role in maintaining effective communication with residents in social housing properties across the Camden area during refurbishment projects. This role offers a mix of both on-site and office-based work, which may take place at a designated site office. This is an excellent opportunity for someone with good customer service experience to join a growing business within the social housing industry.
Since the position involves visiting multiple properties throughout the day, candidates must have a valid driver’s license and be comfortable with regular driving.
Key Responsibilities:
- Drafting communications related to access, work delays, changes in project scope, and addressing any issues that arise.
- Responding to residents’ questions and concerns through email, phone, or in-person home visits.
- Attending coffee mornings with the Foreperson to discuss upcoming construction activities.
- Collecting and recording Key Performance Indicators (KPIs) by gathering project booklets upon completion.
- Building and maintaining positive relationships with residents to ensure smooth project progress and resident satisfaction.
Qualifications & Skills:
- Strong interpersonal skills and experience in providing excellent face-to-face customer service. Previous experience as a resident liaison officer is helpful but not required.
- Excellent verbal and written communication skills.
- Excellent customer service skills
- Ability to communicate effectively with people from various backgrounds.
- Flexibility to adapt to residents’ needs.
- Strong organizational and time management skills to handle multiple tasks efficiently.
- Basic knowledge of IT systems and software.
