Resident Liaison Officer

Job Purpose: Provides support and guidance to all customers/residents of CCS specifically for whole house retrofit programmes. Resident and user training, 360 reviews, train and educate site and contact centre staff on enhanced profiling and customer engagement. Visit sites for pre works meetings/briefings, mid works reviews and post work auditing. Duties: Maintains positive customer engagement by assessing/improving and implementing contact protocols and profiling processes. Delivers a high-quality service to the client and their customers, having respect for all individuals and meeting the challenges presented. Creates and revises systems and procedures by analysing operating practices, implementing changes to engagement/approach, working with management teams to enhance customer experience. Develops administrative staff by providing information, educational opportunities, and experiential growth opportunities, including development of trade staff by lessons learned and customer focused approach. Resolves objections, complaints, customer site based queries and manages resident perception and buy in. Visits customers in their homes to reassure and provide support. Leads on CSR activities and social value programs. Liaises with client RLO and housing teams to manage safeguarding, tailored solutions/interventions, non-access. Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies. Contributes to team effort by accomplishing related results as needed. Helps to build a customer centric focus throughout CCS. Travel required to South/Southwest; overnight stays may be necessary during travel. Skills/Qualifications: Proven experience in customer service, site based engagement. Managing programs of work (customer engagement) presenting and holding 360 reviews. Resident profiling and safeguarding training and experience required. A formal customer service qualification would be an advantage. Experience Required: Experience of working in a social housing environment and managing customers, vulnerable customers. Also working on social housing planned/capital investment programs. Personal Attributes: You pride yourself on truth and share knowledge for the greater good. You are committed to improvement and are an active team participant. You accept responsibility for your role and promote ownership in others. You have a desire to be successful and achieve goals, whether small or large. You are flexible to meet business needs and actively work towards expanding your knowledge and developing your skills. We are an equal opportunities employer, and we welcome applicants no matter what their ethnicity, gender, sexuality, beliefs or nationality.

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