At a Glance
- Tasks: Act as the main contact for residents during retrofit projects, ensuring smooth communication and support.
- Company: Join a leading contractor focused on sustainable housing improvements.
- Benefits: Competitive salary, supportive environment, and opportunities for career growth.
- Other info: Long-term contract with potential for permanent position and ongoing training.
- Why this job: Make a real difference in local communities through impactful decarbonisation projects.
- Qualifications: Experience in customer liaison roles and strong communication skills required.
The predicted salary is between 30000 - 40000 £ per year.
Location: Ashford
Salary: Competitive
Benefits: Contract: 18–24 Month Fixed-Term Contract (with the opportunity to become permanent)
Are you an experienced Resident Liaison Officer or Customer Liaison Officer with a passion for delivering excellent customer service? We're working with a leading contractor delivering large-scale retrofit and decarbonisation programmes across the social housing sector. Due to continued growth, they're looking to appoint an RLO/CLO to act as the key point of contact between residents, site teams and the client, ensuring projects are delivered with minimal disruption and an exceptional customer experience. This is an excellent opportunity to join a growing business at the forefront of sustainable housing improvements, with genuine opportunities for long-term career progression.
The Role
As the Resident Liaison Officer, you'll play a vital role in ensuring residents are informed, supported and engaged throughout the delivery of retrofit works. Working closely with Site Managers, Project Managers and Housing Association partners, you'll build positive relationships with residents, proactively manage expectations and resolve any issues that arise during the programme.
Key responsibilities include:
- Acting as the main point of contact for residents throughout the lifecycle of retrofit and decarbonisation projects.
- Communicating project timelines, upcoming works and any changes to programme.
- Carrying out resident consultations, property visits and pre-start meetings.
- Supporting vulnerable residents by identifying additional needs and ensuring appropriate measures are in place.
- Managing resident enquiries, concerns and complaints, ensuring they are resolved professionally and promptly.
- Coordinating access appointments with residents and site teams.
- Working closely with Site Managers and subcontractors to minimise disruption and maintain high levels of customer satisfaction.
- Maintaining accurate records of resident communications, access arrangements and customer feedback.
- Supporting Housing Association clients by providing regular updates on resident engagement and project progress.
- Assisting with customer satisfaction surveys and driving continuous service improvements.
About You
We're keen to speak with candidates who have:
- Previous experience as a Resident Liaison Officer, Customer Liaison Officer or Tenant Liaison Officer within social housing, planned maintenance, refurbishment or retrofit.
- Excellent communication and interpersonal skills with the ability to build trust and rapport with residents.
- Experience working in occupied properties and managing customer expectations during construction works.
- A calm, empathetic and solutions-focused approach when dealing with sensitive situations.
- Strong organisational skills and the ability to manage multiple priorities.
- Experience maintaining accurate records and producing reports.
- Good IT skills, including Microsoft Office.
- Full UK Driving Licence.
What's on Offer
- Competitive salary and benefits package.
- Opportunity to work on meaningful retrofit and decarbonisation projects that improve residents' homes.
- Supportive and collaborative working environment.
- Long-term pipeline of work with the opportunity to secure a permanent role.
- Ongoing training and opportunities for career progression.
If you're passionate about delivering exceptional customer service and enjoy making a positive difference to local communities, we'd love to hear from you. Apply today or get in touch for a confidential discussion.
Customer Liaison Officer in Ashford employer: Build Recruitment Limited
Join a leading contractor in Ashford that is dedicated to delivering large-scale retrofit and decarbonisation programmes within the social housing sector. As a Customer Liaison Officer, you'll benefit from a competitive salary, a supportive work culture, and genuine opportunities for career progression while making a meaningful impact on local communities. With a focus on employee growth and a long-term pipeline of work, this role offers a rewarding environment for those passionate about exceptional customer service.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Liaison Officer in Ashford
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Build Recruitment Limited. 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 Build Recruitment Limited 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 Customer Liaison Officer in Ashford
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 Build Recruitment Limited:Your cover letter is your chance to shine! Tell us why you want to work at Build Recruitment Limited 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 Build Recruitment Limited!
How to prepare for a job interview at Build Recruitment Limited
✨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.
