Resident Liaison Manager/ Customer Liaison Manager – Social HousingHemel HempsteadWe're currently hiring a customer liaison manager who will be delivering exceptional customer service within thesocial housing refurbishment sector.
We’re looking for an experiencedCustomer Liaison Managerto join our team, leading resident engagement across vital housing improvement and maintenance programmes.About the RoleAs ourCustomer Liaison Manager, you’ll be the central link between residents, contractors, and the housing provider. You’ll lead engagement activities, manage a small team of resident liaison officers, and make sure the works are delivered with minimal disruption, all while keeping customer satisfaction front and centre.You’ll play a key role in:
* Acting as themain point of contactfor residents during housing improvement and maintenance works.
* Managing a team of around 6 resident liaison officers
* Developing and delivering clear, timely updates about planned works and services.
* Proactively managing expectationsand resolving any concerns swiftly and professionally.
* Ensuringvulnerable residentsreceive tailored communication and support.
* Working closely with project teams and contractors to keep disruption to a minimum.
* Attending site meetings and providing insight into resident concerns.
* Monitoring contractor performance through the eyes of the resident.
* Gathering and analysing feedback to drive service improvements.
* Producing regular reports on satisfaction levels and engagement activities.
* Promoting aculture of excellent customer servicethroughout the team of resident liaison officers.
What We’re Looking For
* Proven experiencein a resident-focused rolewithin the social housing sector(essential).
* Experience managing resident liaison officers
* Excellent communication and interpersonal skills, with the ability to handle difficult conversations.
* Knowledge of safeguarding and supporting vulnerable residents.
* Highly organised, with the ability to manage multiple projects and priorities.
* IT savvy, with experience using CRM systems and Microsoft Office.
* Previous team leadership experience is desirable.
* Must have a valid UK drivers licence
Please reach out to Lucy at Build Recruitment for more info. lucy.vandergucht@buildrec.com or 07879715700
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