Our client is currenlty looking for a Resident Liaison Officer - for Rushden area NN10 9QJJob informationWill 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 propertiesTo 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 descriptionAchieving Results Delivering a full customer care service to the project, focussing on the customer journey with excellent communication keeping customers informedDeliver a professional, helpful, high quality service and assistance before, during, and after refurbishment works to ensure that the customer's journey surpasses their expectationsAchieve the clients KPI targets for resident satisfactionMake Lovell the Contractor of choice embrace TPAS principlesEnsuring all activities are documented and recorded as instructed or required on CRM SystemEnsure all complaints are resolved successfully following the Lovell complaints procedureSupporting other areas of the project team when required and as requested by Project Management Managing the Process Adopting and embracing the CRM systemMaking appointments for the project team and maintaining project diariesPre-start visits and profilesIdentify specific customer needs (work patterns/health issues etc.
)Dilapidation surveysDaily completion of the CRM systemDaily telephone/communication/SMS to residentsRegular visits to residents where works are underwayBuilding good relationship with Client and other stakeholdersKeep Leaseholders/Private residents informed about works that may affect themEnsure GDPR is adhered toActively promote Safeguarding and be aware of reporting protocolMonitor out of hours calls on a daily basis – follow up as necessaryEnsure all complaints are resolved and follow the Lovell complaints procedureDistribution and collection of satisfaction questionnaires, follow up issues and monitor trendsEnsure relevant aftercare information/support is suppliedKey Performance reporting including compilation of data relative to RLO activitiesMaintain Service Delivery MonitorOrganising and attending resident and communication events, open days, school visits, meetings and conferencesActively looking for PR and community activitiesForge links with Resident AssociationsPrepare newsletters and regular updatesAssist with Considerate Constructor initiativesSupport the project delivery team in their daily project administrative tasks as requiredSupporting 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, PPEEnsure maintenance of safe environment for tenantsCompliance with LIBMS processes and procedures and Project Plus/CRMMaintain a presentable image by adherence to the Lovell dress code Serving the Customer (Internal and External) Ensure the residents are dealt with competently, fairly and effectively in all situations adhering to Lovell Equality and Diversity PolicyApply 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 programmeExplain all aspects of the improvement work and manage expectations Service First Develop and maintain productive relationships with all members of the teamEnsure all operational staff understand the importance of customer service and adhere to Service 1st principles at all timesPromote a clear focus on quality assurance, service accessibility and responsiveness, maximising client involvement and feedbackAttend meetings and engage actively with key ClientsPromote the profile of LovellPromote customer service excellence throughout the project Candidates must have a valid CSCS cardTwo commercial relevant References.Can do attitude with a strong work ethic