Job Description
Position: Resident Liaison Officer (RLO/TLO) in Cumbria
Employer: A family-owned business
Location: Cumbria Branch
Type: Full-time, permanent
Salary: £24,000 per annum, with potential for bonus opportunities
Benefits:
Competitive salary
Car allowance of £4,165 and fuel card provided
31 days holiday (including Bank Holidays) increasing with length of service
PPE provided for your health and safety
Cycle to Work scheme available for your convenience
Life Assurance and Pension contributions for your financial security
Paid enhanced maternity and paternity leave for growing families
Employee Assistance Programme for your well-being
Long service awards to recognise dedication and loyalty
Refer-a-Friend Bonus for expanding our talented team
About the Role:
As a Resident Liaison Officer (RLO/TLO), you will play a vital role in our Cumbria Branch, working with a supportive, community-focused team. Your main responsibility will be to effectively communicate with our customers, and clients, ensuring a high level of service delivery and customer satisfaction. You will also be responsible for managing appointments, handling customer complaints, conducting surveys, and providing support to community projects as needed.
Key Responsibilities:
Communicate effectively with customers, Bell staff, and clients, ensuring a high level of service delivery and customer satisfaction.
Deliver pre-work notifications and manage appointments, ensuring efficient scheduling and timely completion of tasks.
Handle customer complaints and facilitate issue resolution, ensuring all concerns are addressed in a timely and professional manner.
Conduct customer surveys (door-to-door and phone), gathering valuable feedback and insights to improve our services.
Assist with project administration and quality plans, ensuring compliance with company policies and procedures.
Schedule works effectively, ensuring the smooth running of projects and meeting agreed deadlines.
Drive the team to successfully deliver agreed KPIs, providing support and guidance as needed.
Liaise with the full team regarding reactive works, ensuring prompt and efficient resolution of issues.
Support community projects as needed, fostering positive relationships with the local community.
Update client portal with accurate and timely information, ensuring all records are up-to-date and easily accessible.
Requirements:
Minimum of 1 year experience in a similar role, with a proven track record of delivering excellent customer service.
Excellent customer care, communication, and organisational skills, with the ability to handle multiple tasks and priorities.
Proficient in MS Office (specifically Excel and Word), with the ability to use technology to improve efficiency and productivity.
Hold a valid UK driver's licence, with the flexibility to travel to different sites as needed.
GCSE English and Maths (Grade C or equivalent), with strong numeracy and literacy skills.
How to Apply:
If you are passionate about delivering excellent customer service and are looking for a rewarding career with a supportive and community-focused company, then we would love to hear from you. Please submit your application, including a CV and cover letter, to the email address provided.
Build Recruitment Limited acts as an Employment Business for the supply of temporary workers and an Employment Agency in relation to permanent vacancies. Build Recruitment is an equal opportunities employer