Resident Liaison Officer required for a growing organisation based in Northampton.
You will be responsible for providing 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.
You will be responsible for delivering a full customer care service to the project, focusing on the customer journey with excellent communication, keeping customers informed.
You will also be required to:
1. Adopt and embrace the CRM system.
2. Make appointments for the project team and maintain project diaries.
3. Conduct pre-start visits and profiles.
4. Identify specific customer needs (work patterns/health issues, etc.).
5. Complete the CRM system daily.
6. Communicate daily via telephone/SMS to residents.
7. Make regular visits to residents where works are underway.
8. Build good relationships with clients and other stakeholders.
9. Keep leaseholders/private residents informed about works that may affect them.
10. Ensure GDPR is adhered to.
11. Actively promote safeguarding and be aware of reporting protocols.
12. Monitor out-of-hours calls daily and follow up as necessary.
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