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Resident Liaison Manager / Lead RLO - Social Housing Planned Maintenance
Based near Feltham
Full time, permanent
£45,000 - £55,000 per annum DOE
We are working with a leading main contractor to find a successful and proactive Resident Liaison Manager / Lead RLO to oversee a team of RLOs covering planned maintenance projects within social housing properties.
It will be your responsibility to develop positive relationships with residents to provide information and support during refurbishment, maintenance and major works programmes. You will prevent and limit dissatisfaction, resolve complaints and queries quickly and efficiently. This scheme is working closely with a public sector client so previous experience working for a main contractor on similar projects is essential.
Resident Liaison Manager / Lead RLO Key Responsibilities:
- Overseeing 4 - 5 RLO's, whist supporting the Operations Manager and Contracts Managers on site
- Ensure all correspondence follows quality management system.
- Training and mentoring RLO's ensuring that all procedures are being adhered to
- Attend all customer care meetings, with other business units and client partnerships when required - sharing best practice to continually improve the delivery of customer care.
- Communicate with all site management and clients to confirm that RLO service being provided is always first class.
- Continually reviewing practices and procedures within the department, to meet the needs and requirements our various clients may demand.
- Deal with all complaints, ensuring a satisfactory conclusion for all relevant parties involved.
- Carry out any necessary disciplinary proceedings; ensuring company guidelines are always followed.
- Monitor and analyse customer satisfaction key performance indicators (KPI's), challenging poor performance, reiterating to all site personnel the importance and delivery of customer satisfaction.
- Attend all community functions such as resident surgeries, open evenings, focus groups etc - gathering any information on all customers' individual needs.
What we are looking for in a Resident Liaison Manager / Lead RLO:
- Strong personal / communication
- Strong admin skills and experience
- Proactive attitude with ability to work using own initiative
- Experience in a fast-paced environment
- Ability to pick up new software and systems very quickly
- Driving License
For more information please apply online now or call Lucy on 07943 388003!
