At a Glance
- Tasks: Be the go-to person for residents, ensuring they’re informed and engaged during home improvements.
- Company: Join Greyline, a company dedicated to enhancing community living experiences.
- Benefits: Competitive salary, flexible working hours, and opportunities for personal growth.
- Other info: Dynamic role with opportunities to contribute ideas and improve services.
- Why this job: Make a real difference in residents' lives while developing your communication and problem-solving skills.
- Qualifications: Experience in customer service and a full clean driving license required.
The predicted salary is between 31500 - 38500 £ per year.
Resident Liaison Officer (RLO)
Driving license required.
Summary of position
To provide a single point of contact for residents by delivering the best operational service whilst we maintain or improve their homes.
The resident’s full involvement in the decision-making process is key and as a Greyline RLO you will ensure the resident is engaged and able to make informed decisions during the process.
- Primary and general responsibilities
- To contact/meet residents prior to Greyline carrying out works to ensure that the residents are fully aware of the works due to be carried out and the timescales involved in completing the works.
- Manage appointments, generate, and distribute letters and attend surveys.
- Compile resident and household profiles of specific works to be carried out with minimal disruption.
- Maintain the highest levels of customer care with residents whose homes are due to have work carried out, being their first point of contact.
- Regularly liaise with site teams to keep residents informed of progress and any relevant updates.
- Register complaints in line with Greyline’s reporting procedures ensuring complaints are investigated and resolved quickly.
- Schedule appointments for follow on work if needed ensuring that it is completed to the resident’s satisfaction.
- Ensure compliance and adherence with Oneserve IT workflow management system on managing works orders.
- Attend monthly contract meetings and support associated reporting requirements.
- Ensure resident satisfaction surveys are carried out and surveys are reviewed for trends and improvements.
- Hold meet the contractor meetings, resident surgeries and attend resident association meetings as required.
- Contribute ideas any suggestions that may enable Greyline to provide a better service.
- Act as an ambassador for Greyline always.
- To update information on specific work trackers in line with clients requirements
- Personal Specification
- Knowledge & Experience
- Demonstratable knowledge of delivering high levels of customer service and customer satisfaction.
- Understanding of planned and reactive maintenance services.
- Social housing working experience, contractor, or Client employment.
- Understanding and experience in the delivery of the RLO role and activities.
- Qualities & Attitude
- Flexibility, good interpersonal skills, approachable, ability to work on own initiative
- Ensure the resident is engaged and informed.
- Internal and external customer focus.
- Planning and organising skills to efficiently manage workload.
- Strive for continuous improvement.
- Excellent Communication with a positive approach.
- Integrity and Honesty.
- Problem solving.
Qualifications & Training
- Full clean driving license.
- DBS check required.
- First Aid Certificate (desirable)
Resident Liaison Officer in Wembley employer: Greyline
Greyline is an exceptional employer that values innovation and collaboration, offering a dynamic work culture where your contributions directly impact our success. With hybrid working options from Wembley or Brentwood, employees enjoy flexibility alongside opportunities for professional growth and development in a supportive environment. Join us to be part of a team that prioritises meaningful work and fosters a sense of community.
StudySmarter Expert Advice🤫
We think this is how you could land Resident Liaison Officer in Wembley
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Greyline. 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 Greyline 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 in Wembley
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 Greyline:Your cover letter is your chance to shine! Tell us why you want to work at Greyline 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 Greyline!
How to prepare for a job interview at Greyline
✨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.
