Our client is currenlty looking for a Resident Liaison Officer - for Rushden area NN10 9QJ

Job information

• Will need to be able to drive and have own car.
• Ideally have External Wall insulation experience. Installing Windows, doors + EWI to social housing properties that still have the residents living in the properties
• To provide an exceptional customer experience for residents, clients and other stakeholders on refurbishment projects. Provide a dynamic customer care service, anticipate customers needs and ensure positive touch points throughout the customer journey.

job description

• Delivering a full customer care service to the project, focussing on the customer journey with excellent communication keeping customers informed
• Deliver a professional, helpful, high quality service and assistance before, during, and after refurbishment works to ensure that the customer's journey surpasses their expectations
• Achieve the clients KPI targets for resident satisfaction
• Make Lovell the Contractor of choice embrace TPAS principles
• Ensuring all activities are documented and recorded as instructed or required on CRM System
• Ensure all complaints are resolved successfully following the Lovell complaints procedure
• Supporting other areas of the project team when required and as requested by Project Management

• Adopting and embracing the CRM system
• Making appointments for the project team and maintaining project diaries
• Pre-start visits and profiles
• Identify specific customer needs (work patterns/health issues etc.)
• Dilapidation surveys
• Daily completion of the CRM system
• Daily telephone/communication/SMS to residents
• Regular visits to residents where works are underway
• Building good relationship with Client and other stakeholders
• Keep Leaseholders/Private residents informed about works that may affect them
• Ensure GDPR is adhered to
• Actively promote Safeguarding and be aware of reporting protocol
• Monitor out of hours calls on a daily basis – follow up as necessary
• Ensure all complaints are resolved and follow the Lovell complaints procedure
• Distribution and collection of satisfaction questionnaires, follow up issues and monitor trends
• Ensure relevant aftercare information/support is supplied
• Key Performance reporting including compilation of data relative to RLO activities
• Maintain Service Delivery Monitor
• Organising and attending resident and communication events, open days, school visits, meetings and conferences
• Actively looking for PR and community activities
• Forge links with Resident Associations
• Prepare newsletters and regular updates
• Assist with Considerate Constructor initiatives
• Support the project delivery team in their daily project administrative tasks as required
• Supporting the project and other projects business in community initiatives, events, new business and customer care.
• Supporting the delivery team to maintain excellent standards of good housekeeping, PPE
• Ensure maintenance of safe environment for tenants
• Compliance with LIBMS processes and procedures and Project Plus/CRM
• Maintain a presentable image by adherence to the Lovell dress code

• Ensure the residents are dealt with competently, fairly and effectively in all situations adhering to Lovell Equality and Diversity Policy
• Apply the principles of Service First in all activities
•   Support and promote resident satisfaction with proactive customer care
•   Explain the role of Lovell & actively promote Lovell
•   Build Customer confidence by delivering an exceptional customer journey
•   Create professional environment
  • Communicate with resident and project team throughout works programme
  • Explain all aspects of the improvement work and manage expectations

• Develop and maintain productive relationships with all members of the team
• Ensure all operational staff understand the importance of customer service and adhere to Service 1^st principles at all times
• Promote a clear focus on quality assurance, service accessibility and responsiveness, maximising client involvement and feedback
• Attend meetings and engage actively with key Clients
• Promote the profile of Lovell
• Promote customer service excellence throughout the project

• Candidates must have a valid CSCS card
• Two commercial relevant References.
• Can do attitude with a strong work ethic

For further information please call Daniel on 07884 238983 or email her on daniel.bassett@thornbaker.co.uk

Please check out our candidate reward scheme where you can win high street vouchers, PPE, Screwfix vouchers and much more - www.thornbakerconstruction.co.uk/candidates/reward-scheme

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