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Resident Liaison Officer
Based in Kensington
Must have full UK driving Licence
Permanent Role
General Duties/Key Responsibilities:
Building Relationships:
- Serve as the first point of contact for clients, residents, and escalated queries.
- Liaise with internal teams, including management and operational staff, to ensure seamless resolution of any issues.
- Act as a mediator to de-escalate complaints and prevent formal grievances.
Complaint Management:
- Investigate and respond to complaints and requests for compensation in collaboration with relevant teams.
- Maintain regular communication with residents during resolution processes to ensure satisfaction and prevent further escalation.
- Record and manage complaints, providing insights for performance improvements.
Compliance:
- Work closely with contract administrators to maintain compliance with service standards and legal requirements.
- Ensure full compliance with safety and regulatory standards keeping LGSR's at 100% compliance. Administrative Support:
- Schedule appointments making outbound calls for servicing, repairs, and follow-up works. Manage CRM systems by updating resident contact details, complaints, and compliance cases. Respond to customer and client emails and maintain accurate documentation.
- Carry out other related duties as required to support business needs, i.e. Inbound calls and live chat.
Customer Service and Training:
- Deliver high-quality customer service, meeting internal standards for calls and inquiries.
- Support team coaching and training by providing feedback on common issues and improving resolution processes
