Resident Liaison Officer - Chester, United Kingdom - Correct Contract Services Ltd

Correct Contract Services Ltd

Verified Company

Chester, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Job Purpose:

Provides support and Guidance to all customers/residents of CCS specifically for whole house retrofit programmes.

Resident and user training, 360 reviews, train and educate site and contact centre staff on enhanced profiling and customer engagement.

Visit sites for pre works meetings/briefings, mid works reviews and post work auditing.

Duties:

Maintains positive customer engagement by assessing/improving and implementing contact protocols and profiling processes.
To deliver a high quality service to the client and their customers, having respect for all individuals and meeting the challenges presented.
Creates and revises systems and procedures by analysing operating practices, implementing changes to engagement/approach, working with management teams to enhance customer experience.
Resolves objections, complaints, customer site based queries and manages resident perception and buy in.
Visit customer in their homes to reassure and provide support.
Liaise with client RLO and housing teams to manage safeguarding, tailored solutions/interventions, non access.
Assist in engaging, promoting CCS and managing social media contact and platforms.
Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies.
Contributes to team effort by accomplishing related results as needed.
Help to build a customer centric focus throughout CCS

Skills/Qualifications:

Proven experience in customer service, site based engagement. Managing programs of work (customer engagement) presenting and holding 360 reviews. Resident profiling and safeguarding training and experience required. A formal customer service qualification would be an advantage.

Experience Required:

Experience of working in a social housing environment and managing customers, vulnerable customers. Also working on social housing planned/capital investment programs.

We are an equal opportunities employer and we welcome applicants no matter what their ethnicity, gender, sexuality, beliefs or nationality.

No recruitment agencies please.

Salary:
£25,000.00 per year

Benefits: