Resident Liaison Officer

RESIDENT LIAISON OFFICER

Location: West Bromwich

Rate - £16.66 per hour (Umbrella PAYE)

RESPONSIBILITIES:

• Adopting and embracing the CRM system
• Making appointments for the project team and maintaining project diaries
• Pre-start visits and profiles
• Identify specific customer needs (work patterns/health issues etc.)
• Dilapidation surveys
• Daily completion of the CRM system
• Daily telephone/communication/SMS to residents
• Regular visits to residents where works are underway
• Building good relationship with Client and other stakeholders
• Keep Leaseholders/Private residents informed about works that may affect them
• Ensure GDPR is adhered to
• Actively promote Safeguarding and be aware of reporting protocol
• Monitor out of hours calls on a daily basis - follow up as necessary
• Ensure all complaints are resolved and follow the Lovell complaints procedure
• Distribution and collection of satisfaction questionnaires, follow up issues and monitor trends
• Ensure relevant aftercare information/support is supplied
• Key Performance reporting including compilation of data relative to RLO activities
• Maintain Service Delivery Monitor
• Organising and attending resident and communication events, open days, school visits, meetings and conferences
• Actively looking for PR and community activities
• Forge links with Resident Associations
• Prepare newsletters and regular updates
• Assist with Considerate Constructor initiatives
• Support the project delivery team in their daily project administrative tasks as required
• Supporting the project and other projects business in community initiatives, events, new business and customer care.
• Supporting the delivery team to maintain excellent standards of good housekeeping, PPE
• Ensure maintenance of safe environment for tenants
• Compliance with LIBMS processes and procedures and Project Plus/CRM
• Maintain a presentable image by adherence to the Lovell dress code

TECHNICAL SKILLS & KNOWLEDGE:

• CRM
• Knowledge of IT systems
• Communication Skills - Verbal and written
• Microsoft Word
• Knowledge of site administration
• Microsoft Excel
• Customer Care Experience
• Microsoft PowerPoint
• Microsoft Outlook
• Knowledge of housing refurbishment

If this position is of interest to you, please apply with an updated copy of your CV.