At a Glance
- Tasks: Lead a team to ensure top-notch customer service in social housing.
- Company: Award-winning Tier 1 Social Housing Contractor with a family feel.
- Benefits: Competitive salary, pension scheme, private healthcare, and bonus opportunities.
- Other info: Join a dynamic team focused on social value and community engagement.
- Why this job: Make a real difference in the community while growing your career.
- Qualifications: Experience in customer service management and strong interpersonal skills.
A well established and award winning Tier 1 Social Housing Contractor are looking to recruit a Customer Care/Resident Liaison Manager to join them on a permanent basis, responsible for a team of Resident Liaison Officers who work on schemes across the East Midlands. The company are leaders within their field and work within the Social Housing sector, providing retrofit and decarbonisation services to tenanted Social Housing properties. The company have an established client base of Local Authorities and Housing Associations and have a healthy pipeline of future works. This is a great opportunity to join a reputable, award winning contractor whose staff share the same ethos of working together to achieve great results, who are growing whilst also keeping their family feel and down to earth nature.
This role focuses on managing day-to-day customer service operations, ensuring a seamless and positive experience for customers at every touchpoint.
Duties:
- Lead and support a team of Resident Liaison Officers, providing clear direction, coaching, and performance management to ensure a high standard of customer service delivery.
- Manage the daily operations of the regional Customer Experience Team, ensuring that all customer interactions and operational logistics are handled efficiently and effectively and in line with the requirements of the housing sector.
- Responsible for resource planning across the team, ensuring appropriate staffing levels, effective allocation of work, and the ability to respond to changing demand and priorities.
- Support the region in all customer-related activities, including the operational delivery of the Group's Customer Strategy and customer feedback.
- Liaise with Team to ensure that all customer-related tasks are completed promptly and efficiently.
- Support the Customer Experience Business Partner in all customer related activities, including gathering performance metrics, and customer feedback.
- Arrange and attend both informal and formal meetings with clients and customers, ensuring that policies and procedures have been followed consistently.
- Encourage and maintain a high level of professionalism in all customer interactions.
- Provide support in terms of escalation in managing customer complaints, feedback, and inquiries.
- Ensure that all customer issues are addressed promptly and effectively, maintaining high standards of service and customer satisfaction.
- Support regional social value commitments and community engagement activities including engaging with Social Value Colleagues, client stakeholders and communications teams.
- Ensure that health and safety issues within your area of responsibility are managed in accordance with the relevant sections of the Health and Safety Policy particularly lone working.
- Promote a safe and healthy working environment for all employees.
Experience & Skills
Essential
- Relevant experience in customer service, management, or equivalent.
- Evidence of ongoing professional development.
- Proven experience working in a customer service environment at a managerial level or above.
- Experience with customer systems and feedback platforms.
- Strong interpersonal skills, including being able to influence.
- Good organisational skills and ability to produce quality work to tight deadlines.
- Ability to network and form working relationships.
- Able to demonstrate problem-solving, analysis, reporting, and adaptability skills in a fast-paced environment.
- Team player - to ensure the implementation of joined-up services to the Group and ability to coach & support colleagues.
- Up-to-date knowledge of customer service practices, concepts, and themes including customer relations issues.
- Good interpersonal and influencing skills.
- Able to demonstrate a solution-focused, can-do attitude in a customer-focused service delivery team.
- Able to plan and prioritise, using own initiative to meet deadlines and customer expectations.
- IT literate, competent in the use of MS Office, including Word, Excel, Powerpoint and Outlook.
Desirable
- Evidence of ongoing professional development.
- Knowledge / experience of working with the social housing sector.
- Working with a variety of stakeholders to develop and agree solutions.
What's on offer?
- Competitive salary (up to £45k) and benefits based on experience.
- Pension contribution scheme.
- Life assurance scheme.
- Private healthcare available.
- Bonus scheme.
If you are interested in this vacancy and would like to apply, please send a copy of your CV to Steph at Fawkes & Reece using the link below.
Resident Liaison Manager in Derby employer: Fawkes & Reece London
Join a leading Tier 1 contractor in Central London, where you will thrive in a dynamic and high-energy environment while contributing to impactful projects across various sectors. With a strong focus on employee growth, the company offers competitive salaries, hybrid working options, and comprehensive benefits including private healthcare and opportunities for further qualifications. Experience a vibrant work culture that values collaboration and innovation, making it an excellent place for ambitious professionals looking to make a difference in the construction industry.
StudySmarter Expert Advice🤫
We think this is how you could land Resident Liaison Manager in Derby
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Fawkes & Reece London. 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 Fawkes & Reece London 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 Manager in Derby
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 Fawkes & Reece London:Your cover letter is your chance to shine! Tell us why you want to work at Fawkes & Reece London 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 Fawkes & Reece London!
How to prepare for a job interview at Fawkes & Reece London
✨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.
