At a Glance
- Tasks: Be the go-to person for residents, ensuring clear communication and exceptional service.
- Company: Award-winning construction company with a focus on resident satisfaction.
- Benefits: Ongoing training, development opportunities, and a supportive work environment.
- Other info: Join a proactive team dedicated to delivering high-quality service.
- Why this job: Make a real difference in residents' lives while working in a dynamic team.
- Qualifications: Experience in customer service and strong communication skills required.
We are an award-winning construction company expanding our Resident Liaison Team on our Norwich contract. We are looking for a proactive individual with experience in the public, retail, or care sectors who is passionate about delivering exceptional customer service. For us, resident satisfaction isn’t just important, it’s fundamental to everything we do.
As a Resident Liaison Officer, you will be a key member of a dedicated, construction site-based team, acting as the main link between residents and the project team. Working closely with clients, operatives, subcontractors, and site management, you will ensure residents receive clear, accurate, and timely information, both verbally and in writing. By fostering open communication and building strong, trusting relationships, you will play a central role in delivering a positive resident experience and maintaining the highest standards of customer care throughout the works.
Key Responsibilities
- Act as the main point of contact for residents and site teams
- Conduct resident surveys and home visits
- Keep residents informed of works, progress, and any changes
- Maintain confidentiality in line with GDPR requirements
- Champion high-quality service delivery and monitor resident satisfaction
- Ensure residents’ homes are treated with respect at all times
- Manage and resolve concerns and complaints promptly and professionally
- Schedule appointments and manage access arrangements
- Prepare and distribute resident communications (letters, newsletters, updates)
- Attend resident meetings as required
- Handle resident enquiries and liaise with delivery teams regarding changes, cancellations, and progress updates
- Build and maintain strong working relationships with residents, clients, contractors, and site staff
- Adapt communication and working practices to meet the needs of diverse residents and clients
This is a delivery-critical role, requiring a proactive, hands-on approach.
What we are looking for
- Proven experience of customer service
- Organised, able to prioritise and decisive under pressure
- Good written and verbal communication
- Ability to effectively liaise daily with residents by letter, telephone, email, text, whatsapp and face to face in their homes
Essential requirements
- Customer Service or Care Sector
- Full Driving License and use of vehicle
Why Mulalley
- Continuous training, development and support
- A business that values capability, accountability, and delivery
Resident Liaison Officer in Earlham employer: Mulalley & Co Ltd
At Mulalley, we pride ourselves on being an exceptional employer, offering a supportive work culture that prioritises employee growth and development. As a Resident Liaison Officer in Norwich, you will benefit from continuous training and the opportunity to make a meaningful impact on resident satisfaction, all while working within a dedicated team that values accountability and high-quality service delivery.
StudySmarter Expert Advice🤫
We think this is how you could land Resident Liaison Officer in Earlham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Mulalley & Co Ltd. 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 Mulalley & Co Ltd 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 Earlham
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 Mulalley & Co Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Mulalley & Co Ltd 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 Mulalley & Co Ltd!
How to prepare for a job interview at Mulalley & Co Ltd
✨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.
