Resident Liaison Officer

Resident Liaison Officer for Housing Repairs and Maintenance. Working with, customers, employees, and contractors to drive success and continuous improvement of our services through consultation and support to residents prior to, during and after works to their homes, ensuring high levels of customer satisfaction on responsive repairs and both complaint and disrepair cases.   To be the primary contact point for customer service engagement and maintenance-related complaints, empowering residents to feel heard, valued and respected by maintaining the best experience when engaging Ashford Borough Council.   Managing the customer/resident journey where responsibilities include customer care, dis-satisfaction response, complaints, and disrepair.   Proactively respond to statements of dis-satisfaction at the initial stage, preventing escalation wherever possible by developing effective working relationships with residents, clients, contractors, and all site-based personnel.   Register, investigate and resolve all dissatisfaction responses complaints and disrepair cases, and report in accordance with councils’ procedures. Work across all areas of the repairs service liaising with repair inspectors and repair managers/ tenants as required to resolve complex repair cases