At a Glance
- Tasks: Act as the bridge between residents and teams, ensuring smooth project delivery and positive experiences.
- Company: Join Sureserve Energy Services UK, a leader in asset and energy services.
- Benefits: Competitive salary, company van, 29 days leave, and flexible benefits.
- Other info: Opportunity to work on impactful projects with excellent career growth potential.
- Why this job: Make a real difference in communities while developing your skills in a dynamic environment.
- Qualifications: Strong communication, problem-solving skills, and a customer-focused mindset required.
The predicted salary is between 30000 - 35000 £ per year.
At Sureserve Energy Services UK, excellence is not just an expectation; it's our standard. We are at the forefront of providing stellar asset and energy services across the UK. Our mission is simple yet powerful: to elevate the quality of life in the communities we serve by innovating and improving the spaces where people reside, work, and gather.
We are looking for a proactive and customer-focused Resident Liaison Officer (RLO) to act as the bridge between our operational teams, clients, and residents throughout the delivery of retrofit and energy efficiency projects. You'll be responsible for building trust, coordinating appointments, resolving issues, and ensuring projects progress smoothly while maintaining a positive experience for residents at every stage.
What You'll Be Doing
- Acting as the primary point of contact between residents and service delivery teams, ensuring clear, accurate and effective communication throughout projects.
- Building positive relationships with residents and fostering trust between the business, clients and local communities.
- Explaining project processes, planned works, retrofit measures and the benefits these improvements will provide.
- Working closely with Project Managers, Contract Managers, Contract Delivery Managers, planners, subcontractors, clients and office teams to support successful project delivery.
- Coordinating and scheduling appointments for surveys, installations and other project milestones, keeping all parties informed of progress.
- Managing resident enquiries, complaints and concerns professionally and empathetically, escalating where appropriate and ensuring issues are followed through to resolution.
- Supporting customer satisfaction monitoring activities and contributing positively to performance outcomes.
- Maintaining accurate and up-to-date records of resident interactions, appointments, services requested and project outcomes.
- Providing resident feedback and insights to management to help drive continuous service improvement.
- Ensuring compliance with company policies, procedures and service standards.
- Collaborating with planning and operational teams to maximise workforce productivity and minimise cancelled or missed appointments.
Essential Skills & Experience
- Strong administration, organisation and attention to detail.
- Excellent verbal and written communication skills.
- Customer-focused with strong problem-solving abilities.
- Able to work independently, use initiative and manage competing priorities.
- Resilient and professional in a fast-paced environment.
- Confident using IT systems and Microsoft Office.
- Calm and effective when handling challenging situations.
- Approachable, professional and skilled at building relationships with stakeholders.
- Flexible approach to working hours when required.
- Full UK driving licence and willingness to travel.
Desirable
- Previous experience working on government-funded or grant-funded schemes.
- Experience working with housing associations, local authorities or social housing providers.
- Knowledge of retrofit and energy efficiency measures, including insulation, ventilation, solar PV, heating systems and wider home energy improvements.
- Understanding of safeguarding and supporting vulnerable residents.
What we offer:
- £30,000 to £35,000 + Company van and fuel card (business use)
- 29 days annual leave (includes statutory bank holidays and Christmas/New Year closure).
- Employer-contributed pension scheme
- Enhanced Maternity/Paternity leave, Flexible Benefits (Bike to Work, Health Shield care plan), and Employee Assistance Program.
Resident Liaison Officer employer: Aaron Services
Sureserve is an excellent employer that prioritises the growth and development of its employees, offering comprehensive training and career advancement opportunities within the heating and energy efficiency sector. With a strong commitment to safety, integrity, and respect, our work culture fosters collaboration and support, ensuring that you can thrive while making a meaningful impact in the communities we serve. Located regionally, you will enjoy the benefits of working in a dynamic environment that values your contributions and promotes a healthy work-life balance.
StudySmarter Expert Advice🤫
We think this is how you could land Resident Liaison Officer
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Aaron Services. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Aaron Services before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Resident Liaison Officer
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Aaron Services:Your cover letter is your chance to shine! Tell us why you want to work at Aaron Services specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Aaron Services!
How to prepare for a job interview at Aaron Services
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
