Resident Liaison Officer - Closing date 15.09.2024
Salary from £26,949 to £29,457 pa depending on skills and experience
Permanent - Full time - 37 hours per week
Do you have excellent Customer service skills with a proactive approach to problem solving?
We are looking for an experienced customer service-based individual who has had previous resident liaison experience within the construction/local authority/social housing sector.
You will be the primary contact point for customer service engagement and maintenance-related complaints, empowering residents to feel heard, valued and respected. You will be responsible for managing our customer resident journey from customer care, telephone surveys, dis-satisfaction response, complaints, to disrepair by:
Responding to expressions of dissatisfaction received from residents.
Providing administrative support related to repairs and complaints.
Raising job repairs jobs and issuing of repair order instructions to contractors.
Providing a monthly report detailing the findings of surveys and actions taken to address any issues.
Visiting residents in their homes, when required or requested, dealing with their needs and queries. Identifying scope of works.
Working closely with the Repairs Team you will ensure that all our tenants receive excellent customer service. It is essential that you have strong interpersonal skills and must enjoy working with customers on a personal level, building trust, maintaining confidentiality, whilst being approachable, tactful, and diplomatic whilst showing empathy. You will also have proven understanding of Customer Care with reference to vulnerable people and experience of Customer Engagement and improving Customer Satisfaction.
For an informal discussion about this role please call Paul Ingram
To apply click below. Please ensure that you have received confirmation of a submitted application once completed.
We Offer - Hybrid Working - We are an organisation that puts people first and understands how important employee wellbeing is. We want to help you to balance your working life and home life and offer flexible ways of working to help structure your life in a positive and productive way; both at home and in the office. This maximises personal development and collaborative working. Competitive remuneration package - We offer an excellent salary linked pension scheme, generous annual leave with flexi time, free life insurance, supportive relocation package and opportunities for training and development.
Ashford Borough Council recognises the need to ensure the welfare of children, young people and vulnerable adults when they come into contact with the services we provide
We welcome applications from the Armed Forces Community