Resident Liaison Officer
Purpose: 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.
Responsibilities:
1. Ensure the residents are dealt with competently, fairly, and effectively in all situations adhering to the Equality and Diversity Policy.
2. Apply the principles of Service First in all activities.
3. Support and promote resident satisfaction with proactive customer care.
4. Build customer confidence by delivering an exceptional customer journey.
5. Create a professional environment.
6. Communicate with residents and the project team throughout the works programme.
7. Explain all aspects of the improvement work and manage expectations.
8. Adopt and embrace the CRM system.
9. Make appointments for the project team and maintain project diaries.
10. Conduct pre-start visits and profiles.
11. Identify specific customer needs (work patterns/health issues, etc.).
12. Conduct dilapidation surveys.
13. Complete daily updates in the CRM system.
14. Maintain daily communication (telephone/SMS) with residents.
15. Make regular visits to residents where works are underway.
16. Build good relationships with clients and other stakeholders.
17. Keep leaseholders/private residents informed about works that may affect them.
18. Ensure GDPR compliance.
Please apply to be considered.
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