JOB DESCRIPTION
RESPONSIBILITIES
- The role of our Resident Liaison Officer is to act as the main point of contact for our clients and be a customer contact for compliance, escalated queries, complaints, and complex issues. The role also involves daily administration/client reporting.
- Act as the main point of contact for escalated calls from Customer Service Agents
- Work closely with operations/managers and liaise with customers to ensure smooth resolution of any complex issues, maintaining regular contact to keep customers informed of progress.
- Act as a mediator to prevent issues being escalated and reduce the number of formal complaints being raised.
- Update and provide compliance & repair reports to client.
- Call customers to arrange appointments for follow up works
- Support the Customer Service Agents by providing feedback on common causes of complaints and work with the team leaders to support coaching and training needs
- Liaise with Contract Administrators to keep appraised of any issues likely to arise on individual contracts
- Assist the Complaints and Performance Officer in recording complaints and responding to complaints and requests for compensation, monitoring complaints to resolution while keeping customer up to date with progress.
- Adhere to and support K&T’s and their clients’ policies and procedures regarding data protection and equality and diversity
- Attend Contract meetings.
- All associated ad-hoc administrative duties.
The successful candidate will have
- Previous administrative experience, preferably from a social housing/construction background
- Able to provide a high level of courteous, professional customer service
- Proficient in MS Office, in particular, Outlook and Excel
- Good written and verbal communication skills
- Flexible attitude with strong organisational skills
What we can offer you
- Salary exchange pension
- Employee assistance programme
- 28 days annual leave including bank holidays, rising by one day with each full year of service (max five additional)
- Enhanced family leave (dependent on length of service)
Salary
Competitive
Monthly based
Location
Dartford, England, United Kingdom
Job Overview
Location
Dartford, England, United Kingdom
