Customer Liaison Officer in Birmingham

The Resident/Customer Liaison Officer is responsible for maintaining effective communication between the company and residents during construction, regeneration, or maintenance projects. This role ensures that residents are fully informed and supported throughout the project lifecycle, addressing any concerns or issues that may arise. The officer plays a crucial role in fostering positive relationships with residents, ensuring that their needs and expectations are met, and enhancing overall customer satisfaction.

Key Responsibilities

• Resident Communication: Serve as the primary point of contact for residents, providing clear and timely information about project plans, timelines, and progress.
• Issue Resolution: Address resident concerns, complaints, or queries promptly and effectively, ensuring that issues are resolved to the satisfaction of both the resident and the company.
• Pre-Project Engagement: Conduct pre-project surveys and consultations with residents to understand their needs, preferences, and any potential issues, feeding this information back to the project team.
• Information Distribution: Prepare and distribute newsletters, letters, and other communication materials to keep residents informed about upcoming works, project milestones, and any potential disruptions.
• Resident Support: Provide ongoing support to residents throughout the project, including arranging temporary accommodation or other necessary provisions if required by the nature of the works.
• Stakeholder Coordination: Work closely with project managers, contractors, and other stakeholders to ensure that resident feedback is considered in project planning and execution.
• Post-Project Follow-Up: Conduct post-project satisfaction surveys and follow-ups to assess resident satisfaction and identify areas for improvement.
• Compliance and Documentation: Ensure that all resident interactions and issues are documented accurately and that any legal or regulatory requirements related to resident communication are met.
• Community Engagement: Organise and participate in community meetings or events to discuss project progress and address any collective concerns.
• Any other reasonable management request.

Impact

The Resident/Customer Liaison Officer holds a front-line position with significant responsibility for maintaining positive relationships with residents during construction or maintenance projects. By ensuring effective communication and resolving issues promptly, the officer directly impacts resident satisfaction, which is crucial for the company's reputation and the smooth execution of projects. The role is essential in preventing disputes and fostering a positive image of the company within the community.

Complexity

The role of Resident/Customer Liaison Officer involves managing complex interpersonal interactions and resolving conflicts that may arise due to project activities. The job requires excellent communication and problem-solving skills to address resident concerns while balancing the needs of the project. The officer must be able to think critically and act decisively to resolve issues quickly and to the satisfaction of all parties involved. More complex or escalated issues, particularly those with legal or significant contractual implications, are typically resolved at a higher management level.

Qualifications or Required Experience

Essential:

• Previous experience in a customer-facing role, ideally within construction, housing, or a related field.
• Excellent verbal and written communication skills, with the ability to interact effectively with residents from diverse backgrounds.
• Strong problem-solving abilities and the capacity to manage and resolve conflicts or complaints in a professional manner.
• Ability to work independently and manage multiple tasks or issues simultaneously.
• Proficiency in MS Office, particularly Word and Excel, for managing documentation and communication.
• Empathetic and Approachable: Able to build rapport and trust with residents, showing understanding and sensitivity to their concerns.
• Organized and Detail-Oriented: Capable of managing multiple tasks, maintaining accurate records, and ensuring that all communications are clear and consistent.
• Proactive and Solutions-Focused: Takes the initiative to address potential issues before they escalate and seeks practical solutions that benefit both the resident and the company.
• Reliable and Professional: Maintains a high level of professionalism in all interactions and can be relied upon to follow through on commitments.

Desirable:

• Experience working within social housing, local government, or a similar environment where resident or customer interaction is a key component of the role.
• Knowledge of construction or maintenance processes and the potential impact these can have on residents.
• Familiarity with relevant legal and regulatory requirements related to resident communication and engagement.
• Experience in organising and facilitating community meetings or events.

If shortlisted, a recruiter from the team will contact you within 24–48 hours for an initial discussion. The call will come from a Manchester number (either 0161 or +44 161).