At a Glance
- Tasks: Be the go-to person for residents, ensuring smooth project execution and resolving issues.
- Company: Established company with over 45 years of experience in building support services.
- Benefits: Competitive salary, increasing holiday days, pension scheme, and employee assistance programme.
- Other info: Opportunities for professional growth and development as the company expands.
- Why this job: Join a friendly team, gain valuable experience, and grow your career in a supportive environment.
- Qualifications: Experience as a Resident Liaison Officer and strong communication skills are preferred.
For over 45 years, our Client has been providing building support to local authorities, social landlords, NHS trusts and private sector clients. Founded in 1979, we have a proven track record of delivering successful mechanical, electrical and security services and solutions to both commercial and domestic clients, building long-standing partnerships along the way.
Our Renewables/Retrofit team has an exciting opportunity available for a Resident Liaison Officer (RLO) to work between our Enfield office and our client’s office. We are looking for a hardworking individual who can offer a professional service. Your role will be to ensure that works carried out at residents’ properties are handled smoothly from start to finish, working closely with managers, supervisors, client representatives and residents.
JOB RESPONSIBILITIES
- Act as the main point of contact for escalated calls from the Customer Service team
- Liaise with customers to resolve complex issues, maintaining regular contact and updating them on progress
- Attend residents’ meetings and client meetings as required
- Act as a mediator to prevent issues escalating and reduce the number of formal complaints
- Establish a resident’s charter, maintain files, and keep logs of complaints and queries
- Participate in project start-up and sign-off meetings
- Manage claims, compensation and complaints within set timescales and with care
- Contact customers to arrange follow-up work, providing feedback to Customer Service Agents on common causes of complaints
- Work with team leaders to support coaching and training needs
- Liaise with Contract Administrators regarding any issues likely to affect contracts
- Liaise with scheme managers in sheltered housing schemes
- Prepare and issue letters to neighbouring properties regarding planned works
- Meet internal quality standards relating to customer contact
- Maintain productivity levels to meet individual and team targets
- Assist Complaints and Performance Officers in logging and responding to complaints and compensation requests
- Adhere to all company and client policies on data protection, equality and diversity
- Support other contracts and projects as required to meet business needs
SKILLS & EXPERIENCE REQUIRED
- Minimum 2 years’ experience as an RLO (preferred)
- Qualification in customer support or equivalent (preferred)
- Experience in a similar role
- Excellent written and verbal communication skills
- Strong IT skills (Excel, Outlook, etc.)
- Previous RLO experience within the housing sector (desirable)
- Ability to work independently and develop effective systems
- Strong team-working skills
- Appreciation of site operatives’ roles
SALARY & BENEFITS
- £33k salary
- 21 days’ holiday, increasing by 1 day every two years up to a maximum of 25 days, plus statutory days
- Auto-enrolment pension scheme
- Company mobile phone and uniform provided
- Employee Assistance Programme
You will join a friendly and busy team, receiving excellent training and support. As the company continues to grow, there will be opportunities for career development and progression. We recognise individual talent, encourage professional growth and reward success.
If you have the talent, energy and drive—and are eager to learn—we want to hear from you!
Contact Details:
Project Start Recruitment Solutions Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Resident Liaison Officer
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Project Start Recruitment Solutions. 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 Project Start Recruitment Solutions 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
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 Project Start Recruitment Solutions:Your cover letter is your chance to shine! Tell us why you want to work at Project Start Recruitment Solutions 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 Project Start Recruitment Solutions!
How to prepare for a job interview at Project Start Recruitment Solutions
✨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.
