Resident Liaison Officer - Key Recruitment Ltd : Job Details

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.