Resident Liaison Officer

Fawkes & Reece London

Posted 11 days ago, valid for 6 days

Rushden, Northamptonshire NN109JR, England

£13 - £15 per hour

Part Time

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Sonic Summary

The Resident Liaison Officer role focuses on delivering exceptional customer experiences for residents and stakeholders during refurbishment projects.
Candidates should possess a minimum of 2 years of experience in customer service or a related field.
The position involves responsibilities such as managing resident expectations, maintaining project diaries, and ensuring compliance with GDPR.
A proactive approach to customer care and effective communication with residents and project teams is essential.
The salary for this position is competitive and will be discussed during the interview process.

Resident Liaison Officer

Purpose: To provide 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.

Responsibilities:

* Ensure the residents are dealt with competently, fairly and effectively in all situations adhering to the Equality and Diversity Policy
* Apply the principles of Service First in all activities
* Support and promote resident satisfaction with proactive customer care
* Build Customer confidence by delivering an exceptional customer journey
* Create professional environment
* Communicate with resident and project team throughout works programme
* Explain all aspects of the improvement work and manage expectations

* Adopting and embracing 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.)
* Dilapidation surveys
* 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

Please apply to be considered.

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