Our client is currently 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
Achieving Results
* Delivering a full customer care service to the project, focusing 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 and 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.
Managing the Process
* 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 relationships 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 a 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.
Serving the Customer (Internal and External)
* 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 a professional environment
o Communicate with resident and project team throughout works programme.
o Explain all aspects of the improvement work and manage expectations.
Service First
* 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 him at daniel.bassett@thornbaker.co.uk.
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