Resident Liaison Officer Location: [Dartford] Contract: [Permanent] Hours: [9-5] Role Overview We are looking for a confident and customer-focused Resident Liaison Officer to act as the main point of contact for escalated customer queries, complaints, and complex issues. You will play a key role in resolving issues efficiently, improving customer experience, and supporting the Service Delivery team in managing formal complaints. Key Responsibilities * Act as the main point of contact for escalated calls from Customer Service Agents * Manage complex customer queries and complaints, ensuring timely and effective resolution * Liaise directly with customers, providing regular updates and maintaining clear communication * Act as a mediator to resolve issues early and reduce the number of formal complaints * Support the Service Delivery Officer in investigating and responding to formal complaints * Contact customers to arrange follow-up appointments where required * Provide feedback to Customer Service Agents on common complaint themes * Work closely with Team Leaders to support coaching and training needs * Liaise with Contract Administrators to highlight potential issues on individual contracts * Maintain high internal standards relating to call quality and customer service * Meet productivity targets and contribute to individual and team performance goals * Assist the Complaints and Performance Officer with complaint logging, responses, and compensation requests * Ensure compliance with company policies, including data protection and equality & diversity What We’re Looking For * Experience in customer service, complaints handling, or escalations * Strong communication and problem-solving skills * Ability to handle complex and sensitive situations professionally * Confident working with customers, colleagues, and multiple stakeholders * Good organisational skills and attention to detail * Ability to meet targets while maintaining quality standards What We Offer * Competitive salary * Supportive team environment * Training and development opportunities * Opportunity to make a real impact on customer experience Apply Now