Resident Liaison Officer Based in Kensington Must have full UK driving Licence Permanent Role General Duties/Key Responsibilities: Building Relationships: Serve as the first point of contact for clients, residents, and escalated queries. Liaise with internal teams, including management and operational staff, to ensure seamless resolution of any issues. Act as a mediator to de-escalate complaints and prevent formal grievances. Complaint Management: Investigate and respond to complaints and requests for compensation in collaboration with relevant teams. Maintain regular communication with residents during resolution processes to ensure satisfaction and prevent further escalation. Record and manage complaints, providing insights for performance improvements. Compliance: Work closely with contract administrators to maintain compliance with service standards and legal requirements. Ensure full compliance with safety and regulatory standards keeping LGSR's at 100% compliance. Administrative Support: Schedule appointments making outbound calls for servicing, repairs, and follow-up works. Manage CRM systems by updating resident contact details, complaints, and compliance cases. Respond to customer and client emails and maintain accurate documentation. Carry out other related duties as required to support business needs, i.e. Inbound calls and live chat. Customer Service and Training: Deliver high-quality customer service, meeting internal standards for calls and inquiries. Support team coaching and training by providing feedback on common issues and improving resolution processes