|Published||July 9, 2022|
|Location||NW5, Kentish Town, Greater London, United Kingdom|
RESIDENT LIAISON OFFICER
Reporting to CONTRACT MANAGER
The client is a rapidly expanding, London-based SME delivering mechanical and electrical services for both the public and private sectors. We pride ourselves on being a one-stop shop with the ability to provide a vast range of different building services works from heating and hot water to gas provision and gas utilities, electrical, water services, and planned preventative maintenance programs. Our business is able to respond to our resident's needs, with an emergency call-out service 24 hours a day, 365 days of the year. The Resident Liaison Officer is key to our service delivery and communication flow with our key stakeholders for all types of contracts. Our key stakeholders include our clients, residents, MPs and counselors, and community representatives.
KEY RESPONSIBILITIES Customer Service and Communication Handling Identify and correctly handle initial key stakeholder dis-satisfaction in the first instance and manage effectively to prevent complaint escalation where possible. Register all types of communication (questions, inquiries, and complaints) made on the contract and ensure responses are produced and sent on target and in line with GEMs Internal KPIs. Ensure key stakeholders are advised of outcomes following communication. Investigate complaints and produce a report in accordance with company and client procedures of the findings. Keep the Companys complaint log up to date and convert key data into information to report on trends. Provide recommendations on how clients can improve their service based on trends and findings from investigations. Liaise with key stakeholders and meet them on-site, in their homes, and/or places of work when required or requested. Make appointments for further works, if required, and ensure these are carried out and completed to the residents satisfaction, obtaining a completed resident satisfaction survey after completion. Manage compensation or goodwill gesture arrangements if required, and follow the correct process to have such arrangements agreed and approved by the Customer Service Manager/Contract Manager Conduct resident telephone surveys, obtaining relevant feedback that can be recorded and actioned as appropriate. Produce and populate a monthly report detailing the findings of the surveys and actions taken to address any issues or problems that have arisen 2 Attend monthly contract meetings with the Contract Manager and highlight any contract-related concerns that can be resolved before it escalates. Community andamp; Colleague Engagement Attend TRA meetings (sometimes be held out of normal working hours see Special Factors section). Assist and teach vulnerable people how to report repairs correctly. Liaise with key stakeholders to up to date on all kinds of relevant works, repairs, or progress. Develop effective working relationships with client representatives including the housing and disrepairs department to reduce duplication and ensure consistency of information and approach keeping tenants fully informed about building works and programs. Visit each resident prior to work commencing to introduce and communicate the scope of work. Give residents contact numbers and a pack detailing the full RLO process. Assessing where high-risk/vulnerable residents are present and ensuring GEM tailors work according to the risk level. Establish resident's individual requirements by carrying out an initial resident profile, documenting any points discussed, and tailoring individual communication plans accordingly. Work with site staff to implement effective practices. Carry out a property condition survey and appliance survey with photographs where necessary with the tenant before works start in the property. Other Follow clients Safeguarding procedures to correctly identify and report safeguarding concerns. Engage with internal colleagues and external contacts on Social Value events and community social opportunities. Liaise with staff to enable the flow of information between all parties. Keep a daily diary/log of key stakeholder appointments and communications via the client's internal system or other systems as instructed. Carry out any other ad hoc duties necessary for the essential/operational running of the business as instructed by the Line Manager or Directorate.
QUALIFICATIONS GCSEs (or equivalent) in Maths and English (grade C or above). Customer Service qualification is desirable but not essential.
KNOWLEDGE, SKILLS, AND EXPERIENCE Knowledge Essential - the experience of applying excellent customer service through effective stakeholder engagement. Essential - a sound understanding of customer care to all types of residents (including vulnerable residents and those with special needs) Essential a sound knowledge of working with the Microsoft Office suite (especially Outlook, Word, Excel, and PowerPoint). Desirable - working knowledge and experience of adhering to and working with complaint procedures. Desirable knowledge of a mechanical and electrical or reactive and maintenance contract/building services sector. 3 Skills Adept at problem-solving, including being able to identify issues and resolve problems in a timely manner. Strong interpersonal and communication skills (both verbal and non-verbal). Computer literate and confident in Microsoft Office. Able to write reports clearly. Prioritise and plan work activities as to use time efficiently. Organised, accurate, thorough, and able to monitor work for quality. Dependable, able to follow instructions, respond to management direction and must be able to improve performance through management feedback. Able to work in a fast-paced and reactive environment. Able to work to own initiative yet seek help when required. Experience Requirements Essential - minimum 3 years of working in a customer service-focused role Essential - proven track record of successfully and effectively liaising with multiple parties to provide a service with key objectives. Essential - experience in working to tight deadlines and in a sometimes-pressurized environment. Desirable the experience of working with Local Authorities, Councils, and/or Housing Associations.
SPECIAL FACTORS 1. From time to time be willing and available to attend TRA meetings (evenings and/or weekends) and other work-related meetings to meet the needs of the business or the contract commitments. 2. Be fluent in English. 3. Have a full clean driving license (this is a mobile role and sometimes requires the role holder to use a vehicle under 3.5 tonnes to travel between multiple sites and places in a short period of time). 4. Provide or be prepared to undergo an Enhanced DBS check as per the client's terms of employment