Resident Liaison Officer - Northampton

Resident Liaison officer required for a growing organisation based in Northampton.

You will be responsible for providing an exceptional customer experience for residents, clients and other stakeholders on refurbishment projects. Provide a dynamic customer care service, anticipate customers needs and ensure positive touch points throughout the customer journey.

You will be responsible for delivering a full customer care service to the project, focusing on the customer journey with excellent communication keeping customers informed.

You will also be required to:

• Adopt and embrace the CRM system.
• Making appointments for the project team and maintaining project diaries.
• Pre-start visits and profiles.
• Identify specific customer needs (work patterns/health issues etc.
• Daily completion of the CRM system.
• Daily telephone/communication/SMS to residents.
• Regular visits to residents where works are underway.
• Building good relationship with Client and other stakeholders.
• Keep Leaseholders/Private residents informed about works that may affect them.
• Ensure GDPR is adhered to.
• Actively promote Safeguarding and be aware of reporting protocol.
• Monitor out of hours calls on a daily basis - follow up as necessary.