Resident Liaison Officer

Description

• Work closely with the Project Manager and Design & Quality teams.
• Obtain satisfaction surveys for all residents, collating responses, and work with project staff to use feedback to improve our service
• Work closely with Project and site management team to ensure quality of customer service is maintained to a high level, including resolution of issues raised.
• Manage surveys and work appointments with residents and comply with local key-holding and security requirements.
• Provision of outstanding and closed Customer Service issues to the Assistant Customer Service Managers monthly.
• Maintain Lawtech customer service processes and systems as relevant for the site and residents.
• Respond to all resident issues, working closely with project and site management team to ensure resolution of issues raised to ensure prompt resolution and recommend changes, in line with Lawtech policies.
• Facilitate the smooth running of projects by building and maintaining positive relationships between the residents, sub-contractors, client representatives and the Lawtech team.
• 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
• Draft responses and communication for residents and other parties
• Answering of phone calls and making any necessary appointments.
• Set up and maintain Lawtech customer service systems, site records and local documentation and communication plans.
• Work with site and project management to identify and resolve issues and make recommendations for changes where appropriate.
• Arrange site surveys as required to each property within the project.
• Maintain Lawtech’s record of all issues raised and resolutions and report progress as required for weekly, fortnightly, and monthly meetings.
• Maintain working relationships with client representatives to reduce duplication and ensure consistency of information and approach.
• Liaise with individual residents and establish individual requirements.
• Escalate unresolved issues to CSM, when appropriate to do so.
• Basic site administration including data entry of the in house ‘probe’ system for the below:
• Observe all H&S rules and ensure resolution of service issues comply with all such rules.

Requirements

• Ability to manage resident expectations.
• Competent MS Excel, MS Word, Microsoft Outlook email and calendars.
• Excellent written English.
• Competent use of Project Probe and SharePoint
• DBC check (standard).
• Experience with customer service, ideally resident liaison experience within construction/social housing sector.

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance