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Resident Liaison Officer

Job description

Our client is currenlty looking for a Resident Liaison Officer - for Rushden area NN10 9QJ

Job information

  • Will need to be able to drive and have own car.

  • Ideally have External Wall insulation experience. Installing Windows, doors + EWI to social housing properties that still have the residents living in the properties

  • 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.

 

job description

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Achieving Results

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  • Delivering a full customer care service to the project, focussing on the customer journey with excellent communication keeping customers informed

  • Deliver a professional, helpful, high quality service and assistance before, during, and after refurbishment works to ensure that the customer's journey surpasses their expectations

  • Achieve the clients KPI targets for resident satisfaction

  • Make Lovell the Contractor of choice embrace TPAS principles

  • Ensuring all activities are documented and recorded as instructed or required on CRM System

  • Ensure all complaints are resolved successfully following the Lovell complaints procedure

  • Supporting other areas of the project team when required and as requested by Project Management

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Managing the Process

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  • 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

  • Actively promote Safeguarding and be aware of reporting protocol

  • Monitor out of hours calls on a daily basis – follow up as necessary

  • Ensure all complaints are resolved and follow the Lovell complaints procedure

  • Distribution and collection of satisfaction questionnaires, follow up issues and monitor trends

  • Ensure relevant aftercare information/support is supplied

  • Key Performance reporting including compilation of data relative to RLO activities

  • Maintain Service Delivery Monitor

  • Organising and attending resident and communication events, open days, school visits, meetings and conferences

  • Actively looking for PR and community activities

  • Forge links with Resident Associations

  • Prepare newsletters and regular updates

  • Assist with Considerate Constructor initiatives

  • Support the project delivery team in their daily project administrative tasks as required

  • Supporting the project and other projects business in community initiatives, events, new business and customer care.

  • Supporting the delivery team to maintain excellent standards of good housekeeping, PPE

  • Ensure maintenance of safe environment for tenants

  • Compliance with LIBMS processes and procedures and Project Plus/CRM

  • Maintain a presentable image by adherence to the Lovell dress code

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                                Serving the Customer (Internal and External)

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  • Ensure the residents are dealt with competently, fairly and effectively in all situations adhering to Lovell Equality and Diversity Policy

  • Apply the principles of Service First in all activities

  •   Support and promote resident satisfaction with proactive customer care

  •   Explain the role of Lovell & actively promote Lovell

  •   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

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Service First

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  • Develop and maintain productive relationships with all members of the team

  • Ensure all operational staff understand the importance of customer service and adhere to Service 1st principles at all times

  • Promote a clear focus on quality assurance, service accessibility and responsiveness, maximising client involvement and feedback

  • Attend meetings and engage actively with key Clients

  • Promote the profile of Lovell

  • Promote customer service excellence throughout the project

  • Candidates must have a valid CSCS card

  • Two commercial relevant References.

  • Can do attitude with a strong work ethic

For further information please call Daniel on 07884 238983 or email her on daniel.bassett@thornbaker.co.uk

Please check out our candidate reward scheme where you can win high street vouchers, PPE, Screwfix vouchers and much more - www.thornbakerconstruction.co.uk/candidates/reward-scheme

Job not for you but maybe for someone you know? Please take a look at our refer a friend scheme - https://www.thornbakerconstruction.co.uk/candidates/refer-a-friend

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