Client Resident Liaison Officers

Our client based in Dartford is looking to recruit temporary Client Resident Liaison Officers to join them commencing work immediately ongoing with the possibility of temporary to permanent employment.

The hours of work will initially be 8:00am – 5:00pm, Monday to Friday.

The hourly payrate will be £14.00 per hour.

Our client delivers heating services within the social housing sector across London & the Southeast. 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

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.

We are acting as an employment business in relation to this role.