Resident liaison Officer

Job content

SER contractors Resident Liaison officers are the face of SER contractor.

They provide a point of contact for all residents helping to ensure they feel valued and respected. They aim to provide and maintain a quality experience throughout their interaction of SER Contractors in their home.

Responsibilities

Register all complaints and report as per company and client procedures. Ensure complaints are investigated and resolved efficiently and within target and advising residents and clients of their outcomes

∙ Compile a complaint log and use the information to report on trends including the lessons learnt and how to improve our service

∙ Visiting and meeting residents in their homes, when required or requested, dealing with their needs and queries ensuring they are kept informed at all times

∙ Arrange compensation or goodwill gestures if required, all to be agreed with Line Manager

∙ Make appointments for further works if needed and ensure these are carried out and completed to the resident’s satisfaction

∙ Ensure resident telephone surveys are carried out and recorded, with the appropriate action taken regarding feedback. Provide a monthly report detailing the findings of the surveys and actions taken to address any issues or problems that have arisen

∙ Attend monthly contract meetings and supply relevant reports

∙ To attend and organise regular coffee mornings and meet the contractor events

∙ To maintain your own filing system for all properties affected by works, ensuring all correspondence to and from residents are recorded

∙ Organise Resident consultation events and attend any relevant Resident Association Meetings

∙ Identify any special needs or circumstances of individual residents and liaise with client’s housing officers or wardens where necessary and informing our site teams to ensure we tailor the service accordingly

∙ To complete a daily log sheet detailing visits to residents and clients

∙ Provide any other reports requested by Client, Line Manager or Customer Manager

∙ Other ad hoc duties necessary for the smooth running of the Project

∙ To deliver Customer Care talks as and when required and to ensure they are documented

∙ Liaise closely with other senior staff to generate positive culture within the company through regular meetings, working towards business objectives, covering absence etc.

∙ To contribute ideas and suggestions that may enable the company to provide a better service

∙ Follow and support policies, procedures, initiatives, and work instructions related to sustainability improvement and environmental compliance

Key Skills

∙ Good organisational, scheduling and planning skills

∙ Good interpersonal skills; must enjoy working with people on a personal level, and be approachable, tactful, and diplomatic.

∙ Good communication skills; must be able to communicate very confidently both verbally and in writing

∙ Ability to work on your own initiative, and as part of a team

∙ Must hold a current driving licence, as you will be required to drive.

Key Experience

∙ Must have working experience of a customer services environment.

∙ Must have a good experience of working in a busy environment, and delivering to strict deadlines

Key Knowledge

∙ A good working knowledge of Microsoft office suite

∙ Previous work experience with local authorities or social housing providers (Desirable)

∙ Experience /qualification in conflict management and working with/around vulnerable people residents. (Desirable)