Our client is currenlty looking for a Resident Liaison Officer - for Rushden area NN10 9QJ
Job information
1. Will need to be able to drive and have own car.
2. Ideally have External Wall insulation experience. Installing Windows, doors + EWI to social housing properties that still have the residents living in the properties
3. 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
4. Delivering a full customer care service to the project, focussing on the customer journey with excellent communication keeping customers informed
5. 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
6. Achieve the clients KPI targets for resident satisfaction
7. Make Lovell the Contractor of choice embrace TPAS principles
8. Ensuring all activities are documented and recorded as instructed or required on CRM System
9. Ensure all complaints are resolved successfully following the Lovell complaints procedure
10. Supporting other areas of the project team when required and as requested by Project Management
Managing the Process
11. Adopting and embracing the CRM system
12. Making appointments for the project team and maintaining project diaries
13. Pre-start visits and profiles
14. Identify specific customer needs (work patterns/health issues etc.)
15. Dilapidation surveys
16. Daily completion of the CRM system
17. Daily telephone/communication/SMS to residents
18. Regular visits to residents where works are underway
19. Building good relationship with Client and other stakeholders
20. Keep Leaseholders/Private residents informed about works that may affect them
21. Ensure GDPR is adhered to
22. Actively promote Safeguarding and be aware of reporting protocol
23. Monitor out of hours calls on a daily basis – follow up as necessary
24. Ensure all complaints are resolved and follow the Lovell complaints procedure
25. Distribution and collection of satisfaction questionnaires, follow up issues and monitor trends
26. Ensure relevant aftercare information/support is supplied
27. Key Performance reporting including compilation of data relative to RLO activities
28. Maintain Service Delivery Monitor
29. Organising and attending resident and communication events, open days, school visits, meetings and conferences
30. Actively looking for PR and community activities
31. Forge links with Resident Associations
32. Prepare newsletters and regular updates
33. Assist with Considerate Constructor initiatives
34. Support the project delivery team in their daily project administrative tasks as required
35. Supporting the project and other projects business in community initiatives, events, new business and customer care.
36. Supporting the delivery team to maintain excellent standards of good housekeeping, PPE
37. Ensure maintenance of safe environment for tenants
38. Compliance with LIBMS processes and procedures and Project Plus/CRM
39. Maintain a presentable image by adherence to the Lovell dress code
Serving the Customer (Internal and External)
40. Ensure the residents are dealt with competently, fairly and effectively in all situations adhering to Lovell Equality and Diversity Policy
41. Apply the principles of Service First in all activities
42. Support and promote resident satisfaction with proactive customer care
43. Explain the role of Lovell & actively promote Lovell
44. Build Customer confidence by delivering an exceptional customer journey
45. Create professional environment Communicate with resident and project team throughout works programmeExplain all aspects of the improvement work and manage expectations
Service First
46. Develop and maintain productive relationships with all members of the team
47. Ensure all operational staff understand the importance of customer service and adhere to Service 1st principles at all times
48. Promote a clear focus on quality assurance, service accessibility and responsiveness, maximising client involvement and feedback
49. Attend meetings and engage actively with key Clients
50. Promote the profile of Lovell
51. Promote customer service excellence throughout the project
52. Candidates must have a valid CSCS card
53. Two commercial relevant References.
54. Can do attitude with a strong work ethic