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:
* Adopt and embrace 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.
* 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.
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