Resident Liaison Administrator

Pinnacle Group are looking for a Resident Liaison Officer and Administrator to play a key role in supporting a facilities management contract that covers a variety of housing sites in the South of England. Our Soft Facilities Management division delivers essential services to homes, schools, universities and public sector organisations - including housing providers and blue light authorities. We focus on creating clean, safe and welcoming environments, with a commitment to quality, community impact and customer care.

Your role will involve leading the development and embedding of customer and client relationship management. Acting as the primary liaison between operations and customers, the RLO will proactively seek feedback and ensure the service is customer focused, with responsibility for providing timely and accurate updates to key stakeholders regarding estate services performance. This will be a hybrid working role where you can work 2/3 days from home with the rest of the working days at our office in Chichester. Hours will be 10am to 2pm, Monday to Friday but these hours can be flexible and worked at any point during the day.

Key responsibilities will include:

• Ensure contractual requirements are met and exceeded in relation to cleaning, grounds maintenance and environmental standards.
• Responsible for undertaking frequent and robust site inspections as well as undertaking site walkabouts with the residents and housing officers.
• Promote and actively encourage resident engagement in the process, including the identification of active tenant and residents' associations, panels and forums.
• Lead the development of the WFM product and ensure key stakeholders understand, support and buy into the technology, ensuring that it enhances the customer experience.
• Support in the planning, implementation and maintenance of company performance management measures and systems such as JobWatch and Power BI dashboards in line with the agreed processes.
• Collate data and insight to prioritise objectives and measure outputs to raise standards and satisfaction to exceptional levels.
• Maintaining a log of compliments, social value and complaints.
• To be responsible for contract compliance in terms of specification and KPIs.
• To develop productive working relationships with client and residents in accordance with the stakeholder management plan.
• To partake in formal client meetings and reporting in line with the agreed format.

Key requirements:

• Strong administration experience.
• Exceptional computer and IT skills with the ability to use all Microsoft Office software as well as a familiarity with Power BI.
• Previous experience working within a customer service role.
• Driving License is desirable.

The more diverse our workforce, the better we can adapt to and reflect the needs of our customers. We welcome applications from all backgrounds - particularly from those who represent the communities we serve. As a colleague, you will become part of an inclusive culture, where you will have the opportunity to achieve your full potential and enhance your career through learning and development. We offer a wide range of benefits at Pinnacle Group, dependant on your role or business area, these range from additional leave packages to pension plans and discounts at your favourite retailers.