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Contract Type: Permanent
Location: Kingston upon Thames, Surrey
Salary: £24000 - £26000 per annum + + BENS
Start Date: ASAP
Duration: PERM
REF: RLO/KING_1520501462
Contact Name: Katie Westerman
Contact Email:
Job Published: about 1 year ago

Job Description

Daniel Owen are recruiting on behalf of their client for a Resident Liaison Officer

Key Duties

Register all complaints and report as per company and client procedures. Ensure complaints are investigated and resolved efficiently and within target and advising residents and clients of their outcomes

Compile a complaint log and use the information to report on trends including the lessons learnt and how to improve our service

Visiting and meeting residents in their homes, when required or requested, dealing with their needs and queries ensuring they are kept informed at all times

Arrange compensation or goodwill gestures if required, all to be agreed with Customer Service Manager / Divisional Manager

Make appointments for further works if needed and ensure these are carried out and completed to the resident's satisfaction

Ensure resident telephone surveys are carried out and recorded, with the appropriate action taken regarding feedback. Provide a monthly report detailing the findings of the surveys and actions taken to address any issues or problems that have arisen

Attend monthly contract meetings and supply relevant reports

To maintain your own filing system for all properties affected by works, ensuring all correspondence to and from residents are recorded

Organise Resident consultation events and attend any relevant Resident Association Meetings Identify any special needs or circumstances of individual residents and liaise with client's housing officers or wardens where necessary and informing our site teams to ensure we tailor the service accordingly

To complete a daily log sheet detailing visits to residents and clients

Provide any other reports requested by Client, Line Manager or Customer Manager

Other ad hoc duties necessary for the smooth running of the Repairs and Maintenance Division

To deliver Customer Care talks as and when required and to ensure they are documented Liaise closely with other senior staff to generate positive culture within the Division through regular meetings, working towards business objectives, covering absence etc

To contribute ideas and suggestions that may enable the company to provide a better service Follow and support policies, procedures, initiatives and work instructions related to sustainability improvement and environmental compliance

Key Knowledge

A good working knowledge of Microsoft Office Suite

Previous work experience with Local Authorities or Social Housing Providers.

Key Skills

Good organisational, scheduling and planning skills

Good interpersonal skills; must enjoy working with people on a personal level, and be approachable, tactful and diplomatic

Good communication skills; must be able to communicate very confidently both verbally and in writing Ability to work on your own initiative, and as part of a team

Must hold a current driving licence, as you will be required to drive

Key Experience

Must have working experience of a customer services environment.

Must have a good experience of working in a busy environment, and delivering to strict deadlines Maintenance

Other Key Information

Must be flexible regarding travelling and working at various sites, and attendance at evening meetings Provide a current Enhanced DBS certificate or be prepared to complete the process

Full Clean Driving license

Please contact Katie Westerman on 0207 248 7000 or apply to this advertisment.