Role Responsibilities: 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 Answering phone calls and making any necessary appointments. Liaise with individual residents and establish individual requirements. Arrange site surveys as required to each property within the project. Manage surveys and work appointments with residents and comply with local key-holding and security requirements. Maintain record of all issues raised and resolutions and report progress as required for weekly, fortnightly, and monthly meetings. Work with site and project management to identify and resolve issues and make recommendations for changes where appropriate. Observe all H&S rules and ensure the resolution of service issues complies with all such rules. Escalate unresolved issues to CSM, when appropriate to do so. Basic site administration including data entry of the in-house probe system Skills and Qualifications Excellent written English. Experience with customer service, ideally resident liaison experience within the construction/social housing sector. Ability to manage resident expectations. DBC check (standard). Competent in Microsoft Excel, Word, Outlook email and calendars.