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