Your key responsibilities are: Facilitate the smooth running of projects by building and maintaining positive relationships between the residents, sub-contractors, client representatives and the team. Work closely with Project Manager and site management team to ensure quality of customer service is maintained to a high level, including resolution of issues raised. Be part of interview process when hiring Resident Liaison Officers in their Region. Assist Assistant Customer Service Managers with the training and support of trainee RLOs and new RLOs to the company, ensuring they understand the processes and procedures at ground level. Assist Customer Services Manager on projects to produce presentations and letters etc. Attend pre-commencement surveys with RLO as required to support learning or when two to attend is required. Maintain working relationships with client representatives to reduce duplication and ensure consistency of information and approach. Maintain customer service processes and systems as relevant for the site and residents. Respond to all resident issues, working closely with project manager and site management team to ensure resolution of issues raised to ensure prompt resolution and recommend changes, in line with policies. Provision of outstanding and closed Customer Service issues to the Assistant Customer Service Managers monthly. Work closely with the Project Manager and Design & Quality teams. Set up and maintain customer service systems, site records and local documentation and communication plans. Draft responses and communication for residents and other parties. Mail merge letters to be sent to residents for surveys and installation dates etc, as directed by the Customer Service Manager/ Assistant Customer Service Manager Approve written communication as required Deliver/support the delivery of customer service presentations to residents prior to and during projects as required. Provide suggestions to line manager on improving customer service. Answering of phone calls and making any necessary appointments. Arrange site surveys as required to each property within the project. Skills and Qualifications: Excellent written English. Experience with customer service, ideally resident liaison experience within construction/social housing sector. Ability to manage resident expectations. DBS check (standard). Competent MS Excel, MS Word, Microsoft Outlook email and calendars. Competent use of Project Probe and SharePoint