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For Companies At a Glance
- Tasks: Be the go-to person for clients, handling queries and ensuring smooth resolutions.
- Company: Join Sureserve Group, a leading provider of compliance and energy services in the UK.
- Benefits: Enjoy 28 days annual leave, employee assistance programmes, and a salary exchange pension.
- Why this job: Make a real impact in social housing while enjoying job security and growth opportunities.
- Qualifications: Previous admin experience, strong customer service skills, and proficiency in MS Office required.
- Other info: We celebrate diversity and offer adjustments during recruitment for those who need them.
The predicted salary is between 28800 - 43200 £ per year.
The Sureserve Group of businesses provides market-leading compliance and energy services across the UK, with over 3,200 employees working from over 20 offices.
Sureserve Compliance South, delivers heating services within the social housing sector across London & the South East. We support our clients across domestic gas, commercial gas, renewables, and electrical services. We are London’s largest, most successful gas contractor, focusing on long-term contracts with our clients to offer our staff job security and progression opportunities.
Role
- The role of our Resident Liaison Officer is to act as the main point of contact for our clients and be a customer contact for compliance, escalated queries, complaints, and complex issues. The role also involves daily administration/client reporting.
- Act as the main point of contact for escalated calls from Customer Service Agents
- Work closely with operations/managers and liaise with customers to ensure smooth resolution of any complex issues, maintaining regular contact to keep customers informed of progress.
- Act as a mediator to prevent issues being escalated and reduce the number of formal complaints being raised.
- Update and provide compliance & repair reports to client.
- Call customers to arrange appointments for follow up works
- Support the Customer Service Agents by providing feedback on common causes of complaints and work with the team leaders to support coaching and training needs
- Liaise with Contract Administrators to keep appraised of any issues likely to arise on individual contracts
- Assist the Complaints and Performance Officer in recording complaints and responding to complaints and requests for compensation, monitoring complaints to resolution while keeping customer up to date with progress.
- Adhere to and support K&T’s and their clients’ policies and procedures regarding data protection and equality and diversity
- Attend Contract meetings.
- All associated ad-hoc administrative duties.
The successful candidate will have
- Previous administrative experience, preferably from a social housing/construction background
- Able to provide a high level of courteous, professional customer service
- Proficient in MS Office, in particular, Outlook and Excel
- Good written and verbal communication skills
- Flexible attitude with strong organisational skills
What we can offer you
- Salary exchange pension
- Employee assistance programme
- 28 days annual leave including bank holidays, rising by one day with each full year of service (max five additional)
- Enhanced family leave (dependent on length of service)
Sureserve is committed to creating a diverse and inclusive workplace. We celebrate individual differences and believe that they contribute to our collective success. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
As part of our commitment to Inclusivity, we offer reasonable adjustments throughout the recruitment process for individuals who may require them. If you feel you need any adjustments, please contact scs.careers@sureserve.co.uk
Successful applicants will be subject to eligibility checks including the right to work in the UK and DBS checks.
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Client Resident Liaison Officer - Social Housing employer: Sureserve
Contact Detail:
Sureserve Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Client Resident Liaison Officer - Social Housing
✨Tip Number 1
Familiarise yourself with the social housing sector and the specific challenges it faces. Understanding the nuances of compliance and customer service in this field will help you stand out during discussions.
✨Tip Number 2
Network with professionals already working in social housing or related fields. Attend industry events or join relevant online forums to gain insights and potentially get referrals that could boost your application.
✨Tip Number 3
Prepare for potential interview questions by thinking about how you would handle specific scenarios related to customer complaints and compliance issues. Being able to demonstrate your problem-solving skills will be crucial.
✨Tip Number 4
Showcase your proficiency in MS Office, especially Excel and Outlook, during any interactions with us. Being able to discuss how you've used these tools effectively in previous roles can give you an edge.
We think you need these skills to ace Client Resident Liaison Officer - Social Housing
Some tips for your application 🫡
Understand the Role: Read the job description carefully to understand the responsibilities and requirements of the Client Resident Liaison Officer position. Tailor your application to highlight relevant experience in social housing or customer service.
Highlight Relevant Experience: In your CV and cover letter, emphasise any previous administrative roles, particularly in social housing or construction. Showcase your ability to handle customer queries and complaints effectively.
Demonstrate Communication Skills: Since good written and verbal communication skills are essential for this role, ensure your application is clear, concise, and free from errors. Use professional language and structure your documents well.
Showcase Organisational Skills: Mention any experiences that demonstrate your strong organisational skills. This could include managing multiple tasks, coordinating appointments, or maintaining accurate records, which are crucial for the role.
How to prepare for a job interview at Sureserve
✨Know the Company Inside Out
Before your interview, make sure to research Sureserve Group thoroughly. Understand their services, especially in social housing, and be prepared to discuss how your skills align with their mission and values.
✨Demonstrate Customer Service Skills
As a Resident Liaison Officer, you'll need to showcase your ability to handle customer queries and complaints effectively. Prepare examples from your past experiences where you successfully resolved issues or improved customer satisfaction.
✨Highlight Your Administrative Experience
Since the role involves daily administration and reporting, be ready to discuss your previous administrative roles. Mention specific tools you've used, like MS Office, and how you've managed tasks efficiently.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities. Think of scenarios where you had to mediate between parties or handle escalated complaints, and explain your approach and the outcomes.
