Our client is currenlty 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, focussing 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 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 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
* 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 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 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 her on daniel.bassett@thornbaker.co.uk
Please check out our candidate reward scheme where you can win high street vouchers, PPE, Screwfix vouchers and much more - www.thornbakerconstruction.co.uk/candidates/reward-scheme
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