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We’re looking for an experienced Customer Liaison Manager to join our team, leading resident engagement across vital housing improvement and maintenance programmes. About the RoleAs our Customer Liaison Manager, you’ll be the central link between residents, contractors, and the housing provider. You’ll lead engagement activities, manage a small team of resident liaison officers, and make sure the works are delivered with minimal disruption, all while keeping customer satisfaction front and centre. You’ll play a key role in:
- Acting as the main point of contact for residents during housing improvement and maintenance works.
- Managing a team of around 6 resident liaison officers
- Developing and delivering clear, timely updates about planned works and services.
- Proactively managing expectations and resolving any concerns swiftly and professionally.
- Ensuring vulnerable residents receive tailored communication and support.
- Working closely with project teams and contractors to keep disruption to a minimum.
- Attending site meetings and providing insight into resident concerns.
- Monitoring contractor performance through the eyes of the resident.
- Gathering and analysing feedback to drive service improvements.
- Producing regular reports on satisfaction levels and engagement activities.
- Promoting a culture of excellent customer service throughout the team of resident liaison officers.
- Proven experience in a resident-focused role within the social housing sector (essential).
- Experience managing resident liaison officers
- Excellent communication and interpersonal skills, with the ability to handle difficult conversations.
- Knowledge of safeguarding and supporting vulnerable residents.
- Highly organised, with the ability to manage multiple projects and priorities.
- IT savvy, with experience using CRM systems and Microsoft Office.
- Previous team leadership experience is desirable.
- Must have a valid UK drivers licenceÂ
Please reach out to Lucy at Build Recruitment for more info. (url removed) or (phone number removed)
