Resident Liaison Officer

COMPANY OVERVIEW
For over 45 years, our Client has been providing building support to local authorities, social landlords, NHS trusts and private sector clients. Founded in 1979, we have a proven track record of delivering successful mechanical, electrical and security services and solutions to both commercial and domestic clients, building long-standing partnerships along the way.
JOB PURPOSE
Our Renewables/Retrofit team has an exciting opportunity available for a Resident Liaison Officer (RLO) to work between our Enfield office and our client’s office.
We are looking for a hardworking individual who can offer a professional service. Your role will be to ensure that works carried out at residents’ properties are handled smoothly from start to finish, working closely with managers, supervisors, client representatives and residents.
JOB RESPONSIBILITIES
* Act as the main point of contact for escalated calls from the Customer Service team
* Liaise with customers to resolve complex issues, maintaining regular contact and updating them on progress
* Attend residents’ meetings and client meetings as required
* Act as a mediator to prevent issues escalating and reduce the number of formal complaints
* Establish a resident’s charter, maintain files, and keep logs of complaints and queries
* Participate in project start-up and sign-off meetings
* Manage claims, compensation and complaints within set timescales and with care
* Contact customers to arrange follow-up work, providing feedback to Customer Service Agents on common causes of complaints
* Work with team leaders to support coaching and training needs
* Liaise with Contract Administrators regarding any issues likely to affect contracts
* Liaise with scheme managers in sheltered housing schemes
* Prepare and issue letters to neighbouring properties regarding planned works
* Meet internal quality standards relating to customer contact
* Maintain productivity levels to meet individual and team targets
* Assist Complaints and Performance Officers in logging and responding to complaints and compensation requests
* Adhere to all company and client policies on data protection, equality and diversity
* Support other contracts and projects as required to meet business needs
SKILLS & EXPERIENCE REQUIRED
* Minimum 2 years’ experience as an RLO (preferred)
* Qualification in customer support or equivalent (preferred)
* Experience in a similar role
* Excellent written and verbal communication skills
* Strong IT skills (Excel, Outlook, etc.)
* Previous RLO experience within the housing sector (desirable)
* Ability to work independently and develop effective systems
* Strong team-working skills
* Appreciation of site operatives’ roles
SALARY & BENEFITS
£33k salary
21 days’ holiday, increasing by 1 day every two years up to a maximum of 25 days, plus statutory days
Auto-enrolment pension scheme
Company mobile phone and uniform provided
Employee Assistance Programme
You will join a friendly and busy team, receiving excellent training and support. As the company continues to grow, there will be opportunities for career development and progression. We recognise individual talent, encourage professional growth and reward success.
If you have the talent, energy and drive—and are eager to learn—we want to hear from you!
Please call Clare on (phone number removed) for more details and please apply to this advert to prompt a call back