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Your key responsibilities are:
- Facilitate the smooth running of projects by building and maintaining positive relationships between the residents, sub-contractors, client representatives and theteam.
- Work closely with Project Manager and site management team to ensure quality of customer service is maintained to a high level, including resolution of issues raised.
- Be part of interview process when hiring Resident Liaison Officers in their Region.
- Assist Assistant Customer Service Managers with the training and support of trainee RLOs and new RLOs to the company, ensuring they understand theprocesses and procedures at ground level.
- Assist Customer Services Manager on projects to produce presentations and letters etc.
- Attend pre-commencement surveys with RLO as required to support learning or when two to attend is required.
- 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 and residents.
- Respond to all resident issues, working closely with project manager and site management team to ensure resolution of issues raised to ensure prompt resolution and recommend changes, in line withpolicies.
- Provision of outstanding and closed Customer Service issues to the Assistant Customer Service Managers monthly.
- Work closely with the Project Manager and Design & Quality teams.
- Set up and maintaincustomer service systems, site records and local documentation and communication plans.
- Draft responses and communication for residents and other parties.
- Mail merge letters to be sent to residents for surveys and installation dates etc, as directed by the Customer Service Manager/ Assistant Customer Service Manager
- Approve written communication as required
- Deliver/support the delivery of customer service presentations to residents prior to and during projects as required.
- Provide suggestions to line manager on improving customer service.
- Answering of phone calls and making any necessary appointments.
- Arrange site surveys as required to each property within the project.
Skills and Qualifications:
- Excellent written English.
- Experience with customer service, ideally resident liaison experience within construction/social housing sector.
- Ability to manage resident expectations.
- DBScheck (standard).
- Competent MS Excel, MS Word, Microsoft Outlook email and calendars.
- Competent use of Project Probe and SharePoint
