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.