Trainee Resident Liaison Officer - London, United Kingdom - Lawtech Group

Lawtech Group

Verified Company

London, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Job Title:
Trainee Resident Liaison Officer

Reporting to:
Customer Services Manager

Overall purpose of role

You will act as the vital link between your employer and the tenants whose homes are being refurbished. The aim of this role is to provide information and support to tenants during the works programme.
You must be on hand to give them advice and assistance, as well as liaise with site management and operatives and the clients, helping to keep any disruption of the tenant's normal lives to a minimum.

Responsibilities

Work closely with Resident Liaison Officer to ensure quality of Customer Service is maintained to a high level, including resolution of issues raised.
Providing a polite, helpful, and flexible service to clients (internal and external) and the general public.
To maintain good relationships with residents and a high level of client satisfaction and customer care and ensure a smooth uninterrupted workflow with mínimal disruption to the resident.
Answering of phone calls and making any necessary appointments.
To undertake Property Condition Surveys with the residents for each occupied property before any work starts.
To ensure residents are kept informed of the progress of works and inform them of changes via visits, letters, and posters.
To assist in producing regular updates such as newsletters that will keep the tenants up to date with the progress of the works.
To maintain records and to be a key point of contact throughout the works including attending all necessary meetings.
To be involved in investigation into issues raised and resolving difficulties and complaints regarding the works by liaising with all parties involved.
Ensure documentation is collated and stored in line with company policies.
Obtain Customer Satisfaction feedback from individual residents, collating responses and work with project staff to use feedback to improve our service.
Any other duties which may arise

Person Specification

An interest in working with people
Effective communication and people skills
Tactful and polite
Reliable / Good timekeeping
Willingness to undertake a Customer Service qualification
Ability to work as part of a team
Good written English
Able to use/have experience with MicrosoftAble to use/have experience with Microsoft