Resident Liaison Officer

Description

• Liaise with individual residents and establish individual requirements.
• Work with site and project management to identify and resolve issues and make recommendations for changes where appropriate.
• Manage surveys and work appointments with residents and comply with local key-holding and security requirements.
• Maintain ID system for operatives - following procedure already started
• 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
• Observe all H&S rules and ensure resolution of service issues comply with all such rules.
• Delivery receipts Once a week update deliveries on probe and ensure
• Obtain satisfaction surveys for all residents, collating responses, and work with project staff to use feedback to improve our service
• Answering of phone calls and making any necessary appointments.
• Maintain Lawtech customer service processes and systems as relevant for the site and residents.
• Maintain Lawtechs record of all issues raised and resolutions and report progress as required for weekly, fortnightly, and monthly meetings.
• Basic site administration including data entry of the in house probe system for the below:
• Update and close out alerts Manage alerts on probe by reviewing
• Draft responses and communication for residents and other parties
• Right to Work Checks Checking of right to work for subcontractors
• Set up and maintain Lawtech customer service systems, site records and local documentation and communication plans.
• Provision of outstanding and closed Customer Service issues to the Assistant Customer Service Managers monthly.
• 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.
• Maintain working relationships with client representatives to reduce duplication and ensure consistency of information and approach.
• 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.
• Work closely with the Project Manager and Design & Quality teams.
• Escalate unresolved issues to CSM, when appropriate to do so.
• Arrange site surveys as required to each property within the project.

Requirements

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

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance