Gasway is the largest heating company in East Anglia, based in Norwich. We specialise in a wide range of heating services, including boiler installations, repairs, and servicing for both domestic and commercial clients.
We are looking for a dedicated Resident Liaison Officer to join our team at Gasway. In this role, you will ensure that tenants are kept informed about all planned work, handle queries promptly, and investigate complaints, sharing your findings effectively. You will proactively deliver effective administrative support for the delivery of kitchen and bathroom planned programmes of work. This role will cover Norwich and surrounding areas, and when business requires it, some travel further afield (within East Anglia) will be required.
Your main responsibilities will include:
1. Visiting tenants within their communities to explain the upgrade process.
2. Providing high-quality customer service on every visit.
3. Continuing to engage positively throughout the upgrade process.
4. Empowering tenants to make decisions on design and reassuring them about any concerns they may have.
5. Identifying vulnerable customers scheduled for property improvements and implementing necessary support mechanisms to meet their needs.
6. Handling issues such as no access, delays, and complaints, working with the Customer Services Team to reach mutually agreeable resolutions and maintain tenant satisfaction.
7. Undertaking a broad range of administrative tasks, including making appointments, updating project trackers, producing tenant communications, and maintaining accurate and up-to-date records.
8. Participating in tenant satisfaction monitoring and producing associated reports for internal and external distribution.
9. Promoting a safeguarding culture within Gasway, ensuring the welfare of children and vulnerable adults is protected.
10. Taking personal responsibility for your own Health, Safety, and Welfare, as well as that of your colleagues in the workplace.
11. Adhering to IT Security and Data Protection legislation.
Your performance will be measured based on customer resolution timescales and monthly reporting. Previous experience in tenant liaison or a related customer service/housing role is essential. You should have experience in successfully meeting performance targets and delivering programmes while managing competing demands.
The ideal candidate will have exceptional communication skills, being a confident and calm communicator in face-to-face environments. You should be confident in building relationships, able to work alone and as part of a team to reach objectives, and possess a positive, “can-do” attitude. Teamwork and flexibility to meet the competing demands of the role are essential. You should also be able to present and influence confidently to both familiar and new audiences, have strong organisational skills, and be able to deal with challenging or difficult situations effectively. A proactive approach and commitment to continuous improvement are also required.
Essential qualifications include GCSE or equivalent grade C or above in English and a full UK Driving Licence. A relevant qualification in Business Administration or Customer Services is desirable.
We can offer the following additional benefits:
* Holiday: We offer 24 days holiday plus Bank Holidays which will increase with your length of service.
* Rewards platform: providing access to benefits like Cycle to work scheme, store discounts, vouchers, health plans, eye care vouchers etc.
* Company Car or allowance
* Buy or sell up to 5 days of annual leave
* Company pension contribution
* Employee Assistance Programme: Supporting mental health, wellbeing and financial health.
* Company Sick Pay
* Family Friendly Leave
* Skill Development/ Learning Opportunities
If you are a motivated individual with the required skills and qualifications, we would love to hear from you.
Closing date: 22nd November 2024.
Applications may be reviewed and candidates interviewed ahead of the close date.
Job Types: Full-time, Permanent
Pay: £28,000.00-£30,000.00 per year
Benefits:
* Company pension
* Cycle to work scheme
* Employee discount
* Health & wellbeing programme
* Life insurance
* On-site parking
Schedule:
* Day shift
* Monday to Friday
Work Location: In person
Reference ID: REQ01098
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