TXM Recruit is working in partnership with an award-winning organisation on an exciting project in Birmingham. They are looking for an experienced Resident Liaison Officer to become part of an ever expanding and skilled team, working on a high-end care home project.
3-month minimum contract. Possibility of a permanent contract in the future.
MAIN DUTIES
* Act as main point of contact for client, re compliance & complaints
* Act as the main point of contact for escalated calls from Customer Service Agents
* Work closely with operations/managers and liaise with customer 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.
* Attend Contract meetings.
* All associated ad-hoc administrative duties
Hours: Monday – Friday, 40 hours per week. 8AM-5PM.
Pay: £18.50 Per hour.
REQUIRED SKILLS / QUALIFICATIONS
* Experience in the same position or similar role.
* Must be an excellent communicator and a natural problem solver with excellent interpersonal skills.
* Must be confident polite and courteous when communicating and building relationships with residents, clients, and site operatives.
* Good IT skills with competency at Microsoft Word and Excel