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- Tasks: Build relationships with residents and manage communication for smooth project delivery.
- Company: Join a leading contractor in cladding remediation, making a real impact in London and the Southeast.
- Benefits: Enjoy 33 days holiday, a pension scheme, private medical insurance, and more perks.
- Why this job: Be part of a supportive team, enhance your customer service skills, and contribute to community projects.
- Qualifications: Strong written English and customer service experience, ideally in construction or social housing.
- Other info: Opportunity for personal growth and development in a dynamic work environment.
The predicted salary is between 28800 - 43200 £ per year.
A rare and exciting opportunity has arisen for a Resident Liaison Officer to join a long established and highly successful business. Our client is a leading principal contractor specialising in cladding remediation, delivering high-quality, compliant, multi-million-pound cladding repatriations & regeneration contracts throughout London and the wider Southeast. Communication being key in the delivery of a successful project, and as such our Customer Service Team are a valuable asset to our delivery team and the company.
Key Responsibilities:
- Facilitate the smooth running of projects by building and maintaining positive relationships between the residents, sub-contractors, client representatives and the our team.
- Work closely with Project and site management team to ensure quality of customer service is maintained to a high level, including resolution of issues raised.
- Maintain working relationships with client representatives to reduce duplication and ensure consistency of information and approach.
- Maintain our customer service processes and systems as relevant for the site and residents.
- Respond to all resident issues, working closely with project and site management team to ensure resolution of issues raised to ensure prompt resolution and recommend changes, in line with our policies.
- Provision of outstanding and closed Customer Service issues to the Assistant Customer Service Managers monthly.
Role Responsibilities:
- Work closely with the Project Manager and Design & Quality teams.
- Set up and maintain our customer service systems, site records and local documentation and communication plans.
- Draft responses and communication for residents and other parties.
- Mail merge letters to be sent to residents for surveys and installation dates etc, as directed by the Customer Service Manager/ Assistant Customer Service Manager.
- Answering of phone calls and making any necessary appointments.
- Liaise with individual residents and establish individual requirements.
- Arrange site surveys as required to each property within the project.
- Manage surveys and work appointments with residents and comply with local key-holding and security requirements.
- Maintain our record of all issues raised and resolutions and report progress as required for weekly, fortnightly, and monthly meetings.
- Work with site and project management to identify and resolve issues and make recommendations for changes where appropriate.
- Observe all H&S rules and ensure resolution of service issues comply with all such rules.
- Escalate unresolved issues to CSM, when appropriate to do so.
- Basic site administration including data entry of the in house 'probe' system for the below:
- Delivery receipts – Once a week update deliveries on probe and ensure hard copies are sent/collected for the attention of Accounts Team.
- Site stock takes – Every Thursday stock takes are undertaken by the Site Manager. Information needs to be updated and sent to head office by you once a week following this stock take.
- Update and close out alerts – Manage alerts on probe by reviewing every three days, chasing for response from individuals who are down to provide this.
- Right to Work Checks – Checking of right to work for subcontractors including taking copies of passport or checking settlement status on the government website.
- Maintain ID system for operatives - following procedure already started by Site Manager.
Skills and Qualifications:
- Excellent written English.
- Experience with customer service, ideally resident liaison experience within construction/social housing sector.
- Ability to manage resident expectations.
- DBC check (standard).
General IT:
- Competent MS Excel, MS Word, Microsoft Outlook email and calendars.
- Competent use of Project Probe and SharePoint.
Benefits:
- 33 days’ holiday inclusive of bank holidays.
- Company Pension.
- Private Medical Insurance.
- Life Assurance Scheme.
- Employee Assistance Programme.
For more details and information on the Resident Liaison Officer job role please Email.
Contact Detail:
Nexo Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Resident Liaison Officer
✨Tip Number 1
Familiarise yourself with the construction and social housing sectors, especially regarding cladding remediation. Understanding the specific challenges and regulations in these areas will help you engage more effectively with residents and stakeholders.
✨Tip Number 2
Develop your communication skills, particularly in drafting clear and concise messages. As a Resident Liaison Officer, you'll need to convey information to residents and project teams efficiently, so practice writing and speaking in a straightforward manner.
✨Tip Number 3
Network with professionals in the construction and customer service fields. Attend industry events or join relevant online forums to connect with others who can provide insights or even refer you to opportunities within companies like ours.
✨Tip Number 4
Showcase your problem-solving abilities during interviews. Be prepared to discuss past experiences where you've successfully resolved issues for residents or clients, as this will demonstrate your capability to handle the responsibilities of the role.
We think you need these skills to ace Resident Liaison Officer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and resident liaison, particularly within the construction or social housing sector. Use specific examples that demonstrate your ability to manage resident expectations and resolve issues.
Craft a Compelling Cover Letter: Write a cover letter that showcases your excellent written English skills. Explain why you are interested in the Resident Liaison Officer position and how your background aligns with the responsibilities outlined in the job description.
Highlight Communication Skills: Since communication is key for this role, emphasise your ability to build and maintain positive relationships. Provide examples of how you've successfully communicated with various stakeholders in previous roles.
Proofread Your Application: Before submitting your application, carefully proofread all documents to ensure there are no spelling or grammatical errors. A polished application reflects your attention to detail and professionalism.
How to prepare for a job interview at Nexo
✨Showcase Your Communication Skills
As a Resident Liaison Officer, communication is key. Be prepared to demonstrate your ability to communicate effectively with various stakeholders, including residents and project teams. Share examples from your past experiences where you successfully resolved issues through clear communication.
✨Highlight Relevant Experience
Make sure to discuss any previous experience in customer service or resident liaison roles, especially within the construction or social housing sectors. This will show that you understand the unique challenges of the role and can hit the ground running.
✨Prepare for Scenario-Based Questions
Expect questions that assess how you would handle specific situations, such as dealing with a dissatisfied resident or coordinating with subcontractors. Think of relevant scenarios from your past and be ready to explain your thought process and actions.
✨Demonstrate Your IT Competence
Since the role requires proficiency in MS Excel, Word, and other software like Project Probe and SharePoint, be prepared to discuss your technical skills. You might even want to mention any relevant projects where you used these tools effectively.
