Customer Engagement Coordinator

Overview

Manage resident engagement, appointments and communication for fire safety projects.

Key Responsibilities

• appointment scheduling
• resident surveys
• feedback management
• consultation plan
• information pack
• client liaison

Tasks

-Make appointment with residents for works to their property/door -Ensure proactive approach to identify vulnerable residents within programmes, and escalate where appropriate ensure if longer terms needs are required -Agree with the internal operations team, the resident’s information packs, and format and content of updates to residents, including newsletters using a variety of media outlets -Arrange and attend meetings where required to present to residents -Offer information, advice and assistance to the residents of our clients whilst major works are being carried out to their homes -Maintain customer feedback/complaints procedure for each project -Advise Project Managers of any issues which may affect the project -Undertake resident satisfaction surveys following the completion of capital projects, including a full analysis of the results -Liaise with our sub-contractors, external agencies and clients to secure satisfactory outcome where there are difficulties in gaining access to dwellings or where there are other disputes with residents -Review regularly the procedures for consulting and communicating with residents and suggest improvements -Ensure information on vulnerable residents or those posing a risk is communicated in line with policy -Take an active role in developing, agreeing and managing the residents’ consultation plan for Individual projects -To create and post notification letters to residents for works to their property/door -Answer calls from residents and assist with any questions or queries they may have

Requirements

• driving licence
• resident engagement
• problem solving
• customer service
• team player
• analytical

What You Bring

-Ability to understand, organize and analyse information received to assess situations and determine the objectives with a clear concise well-organized reply -Sufficiently mobile and flexible towards hours and place of work -Empathetic communicator able to see things from other people’s perspective -Great interpersonal and customer service skills are required. You will collaborate closely with the client and report back on a regular basis. -Able to get on well with others and be a team player -Aptitude to identify, eliminate or reduce causes to any root problems -Capable and confident working alone -Previous experience within a social housing resident engagement role preferable -Hold a full UK driving license and access to own vehicle as some of our sites are very remote

People Also Searched For

Benefits

-Free 24/7 Virtual GP service -Extra day off for your birthday -Pension contributions -25 days holiday (plus the bank holidays) -Discount benefits hub -Ongoing Mentoring and ‘career / performance coaching’ -Career progression opportunities -Employee Assistance Program -Health cash back scheme -Bike 2 Work scheme -Hybrid working

About Sureserve

-Delivers reliable energy efficiency services across the UK. -Specialises in energy management, compliance, and asset maintenance. -Focuses on optimising energy use and ensuring regulatory compliance for clients. -Works with a broad client base, from local authorities to major utilities companies. -Renowned for expertise in providing turnkey solutions for energy efficiency and environmental control. -Has completed diverse projects, including residential refurbishments and industrial energy upgrades. -Utilises innovative technologies to drive energy savings and sustainability. -Strong presence in both public and private sector projects across the UK. -Regularly involved in large-scale infrastructure projects focused on reducing energy consumption.

Sector Specialisms