Customer Liaison Officer

CustomerLiaisonofficer required in Merseyside for a Socialhousing contractor.

Job Purpose:

As a Customer Liaison Officer you will be the dedicated point of contact for residents within social housing projects. Your role is to offer support, education, and comfort to residents undergoing work in their homes, ensuring a smooth and

positive experience. Reporting to the Site Manager, you will work closely with site managers to facilitate effective communication and resolution of any concerns, enhancing customer satisfaction and trust.

Key Responsibilities

Resident Support and Communication:

Serve as the primary point of contact for residents during project works.

Provide clear and consistent communication regarding project timelines, processes, and any potential disruptions.

Address and resolve resident inquiries, complaints, and concerns in a timely and professional manner

Education and Engagement:

Educate residents about the nature of the work being carried out and the benefits upon completion.

Conduct regular meetings and informational sessions to keep residents informed and engaged.

Distribute educational materials and guides to aid resident understanding.

Comfort and Reassurance:

Offer support and reassurance to residents, particularly those who may feel anxious or inconvenienced by the work.

Ensure residents feel heard and respected, maintaining a compassionate and empathetic approach.

Site Collaboration:

Work closely with site managers to coordinate resident interactions and ensure seamless communication.

Attend site meetings and provide feedback to project teams based on resident insights.

Assist in planning and executing resident events and activities related to the project.

Documentation and Reporting:

Maintain accurate records of resident interactions, concerns, and resolutions.

Collate customer satisfaction questionnaires to aid KPI reporting

Contribute to continuous improvement initiatives by providing insights from resident feedback.

Daily, open communication with line management and use of Orbis (lone working) device, to ensure safety & visibility at all times

Educational Background:

High school diploma or equivalent; further education in customer service, social work, or related field is desirable but not essential.

Experience:

Proven experience in a customer-facing role, ideally within social housing or a related sector.

Experience in conflict resolution and providing customer support.

Skills:

Exceptional communication and interpersonal skills.

Strong problem-solving abilities and a proactive approach.

Empathy and the ability to provide emotional support.

Ability to work collaboratively with diverse teams.

Excellent organisational skills and attention to detail.

Technical Proficiency:

Competent in using standard office software (e.g., MS Office Suite).

Familiarity with customer relationship management (CRM) systems is a plus.

Personal Attributes:

Highly empathetic with a genuine desire to help residents.

Patient, calm, and able to manage stressful situations effectively.

Adaptable and able to handle a variety of tasks simultaneously.

Proactive and innovative in finding solutions to resident concerns.

Working Conditions:

Primarily site-based with some office work.

Flexibility to attend resident meetings outside of standard working hours, if necessary.