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