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JC127 - Client Liaison Officer Location Attending various sites in London Salary £Competitive Overview: First Military Recruitment is working in partnership with our reputable client who is seeking a Client Liaison Officer to join their team. The role of the Client Liaison Officer is a vital one for many residents/tenants as the successful candidate will be the point of contact for my client. Maintaining positive relationships between the residents, sub-contractors, client representatives and my client's team. You will also be reviewing and analysing KPI performance, whilst working with the Account Manager to ensure continuous improvement within the contract(s). My client is a property maintenance, installation, organisation, which specialises in servicing of gas central heating and hot water services to private, commercial landlords and industrial property owners of all kind. Duties and Responsibilities: To be responsible for arranging appointments with tenants and residents for carrying out surveys and executing the works. Preparing and gaining approval for newsletters and appointment letters by the client and letter dropping as required. Maintain a database of all appointments made and their outcome. To be responsible for investigation, resolution and reporting of all works and customer related complaints onto complaints database. Capture and coordinate all of the customer satisfaction surveys as required by the contract. Attend any client meetings as required. To act as main representative and contact for tenants whilst work is carried out in the home, maximizing customer satisfaction and ensuring full communication at all times. Conduct site visits. Work on 1 or more contracts. Manage all resident contact information and any caution alerts, including updating IT systems. Able to problem solve and deal with issues and complaints through to satisfactory resolution. Ensure both the resident and their home are treated with respect and consistency with our Code of Conduct. Skills, Experience and Qualifications: Essential: Experience of working within Customer Care. A good standard of English (written & verbal), letter writing skills, including use of Word and Excel, and a good standard of mathematics. Self-motivated and willingness to work on own initiative. Proactive attitude towards development of customer excellence. Knowledge of IT Systems and experience of working with computerized systems. Willingness to develop self and others. Ability to be innovative. Desirable: Minimum 8 GCSE's or equivalent, Grades A C (inc English & Maths). NVQ Level 3 in Customer Service or equivalent. Fire Warden training achievement. First Aid at Work training achievement. Experience or Knowledge of the Social Housing Market. Experience of working in partnership with a Local Authority Client. In return our client offers: Competitive Salary. Pension. 25 days annual 8 bank holidays. Employee Assistance Programme.
About Us The Guinness Partnership is one of the leading providers of affordable housing and care services in England. We build and manage homes and provide housing services for around 135,000 customers nationwide. Of our 65,000 homes, more than 70% are let at a social or affordable rent, while around 10,000 are owned or part-owned by the people who live in them. Our vision is to deliver great service, provide great homes, to be a great business and to be a great place to work. Because everything we do is about our customers, our communities and our people, any profit we make is re-invested in new and existing homes and improving services. About the role We have a full-time opportunity for a Customer Liaison Officer covering Central and Greater Manchester. This is a field based role and you will be required to travel in and around the region. You will be part of a dedicated team of Customer Liaison Officers, all working, all working hard to provide an amazing customer focused service. As a Customer Liaison Officer, you will provide a friendly housing management service to your customers in a defined area. You will be the face of Guinness and your key responsibility will be to provide an accessible face-to-face service to both our homeowners and rental customers. You will work in a mobile way, out in the area meeting customers all the time. You will work closely with Estate Services and other Guinness teams to get things done quickly and efficiently to achieve positive outcomes for both Guinness and our customers. What we're looking for We're a customer-focussed organisation so we know that how we do things is just as important as what we do. You'll not only be an experienced housing professional, but you'll also have great customer service skills and a willingness to go the extra mile to get the job done. You'll also be able to demonstrate: Excellent customer service delivery, demonstrating good communication and relationship building skills. Highly self-motivated with the ability to plan and work effectively without high levels of supervision. Ability to work 'on the go' using mobile technology. Strong resource and time management, and the ability to prioritise, delivering value for money. Experience of working in a climate of legislative and organisational change. Proven problem-solving and decision-making skills. Resilient and able to deal with challenging situations and deliver sustainable outcomes. Comfortable analysing data and drawing conclusions. Ability to work with IT systems on the go. Able to demonstrate Guinness behavioural competencies. If you are interested in joining us and would like to apply for this role, please submit your CV along with a covering letter detailing how you meet the role profile to ensure you meet the essential criteria. The Guinness Partnership is an equal opportunities employer. We are committed to equality of opportunity for all colleagues, and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships