Resident Liaison Officer
Job Title: Resident Liaison Officer
Location: Newcastle upon Tyne, Building Specific
Reports to: Operations Director – Residential /Chief Operating Officer
Requirement: Full UK Driving Licence
Purpose:-
To be part of the Property Management & Lettings Team and drive performance of the service whilst delivering an outstanding resident experience.
A Resident Liaison Officer will be responsible for driving a high-quality customer service, with the safety and welfare of the students always being paramount. The role involves providing a greeting, liaison, events organisation and facilities management help desk as well as supporting all back-office functions and administration in support of the Property Management.
Duties and Responsibilities
• To provide a cheerful front of house service to all students and visitors
• To ensure the highest level of customer service is always maintained and act as a role model for excellent service delivery.
• To deal with enquiries from residents and visitors to the property, providing appropriate advice and information, through email, website, and telephone and in person.
• To carry out viewings to promote the organisations student accommodation and assist with finalising the application process.
• To support student check in and check out activities.
• To provide and display information to students in relation to travel, events, and tenancy procedures.
• To sort the incoming and outgoing post and log correspondence.
• To plan and attend events to increase student engagement and enhance a professional working relationship with the residents. These events include occasional extended hours and evenings to suit the events staged.
• To manage the booking out and return of keys and fobs and replacement of lost keys/fobs.
• To comply with Health and Safety working practice and to provide information to visitors and subcontractors.
• Logging reported issues and prioritising and monitoring the status of the issues and liaising with the Property Management Team to ensure they are aware of the status to support the delivery of exceptional customer service.
• To respond to emergencies during working hours, in a professional and diligent manner.
• To follow the complaints procedure and to receive, log and attempt to resolve complaints received from residents with a view to the continuous improvement of our services.
• To work effectively under your own initiative and with a team of committed and conscientious colleagues to achieve the objectives of the company goals.
• Embed customer involvement by involving and consulting customers to find ways to shape, improve and deliver services to meet their needs and to promote the student experience within our properties through entertainment and involvement
• To be vigilant regarding student welfare issues and to report any student problem or any unusual behaviour to the property management team.
A key responsibility is to build a sense of community within your property. In order to do this you are expected to build local community relationships with residents and plan events, including:
• Attending training and meetings with staff when required.
• Maintaining regular contact, communicate and support fellow Officers, Property Managers, and other staff members.
• Maintain regular contact with residents within your property and be present and visible with the property
• Independently organise (and where appropriate as part of a team of other Officers) a programme of activities, in person and virtually for students within your property.
The above outlines the main duties and responsibilities of the position, however these should not be considered to be the only ones and there could be additional elements which are included in future commensurate with your skill and training and consistent with the level and responsibilities of the role.
You will be expected to work in a multitasking manner and to support other members of the team across a range of duties which could include helping maintenance operator and cleaners to ensure tasks are complete as directed by your line management
Skills
• IT Skills – Microsoft Outlook
• IT Skills – Microsoft Office
• IT Skills Excel
• IT Skill – Publisher
• Excellent communication and interpersonal skills
• Understanding and responding to the needs of residents
• Good organisational skill
• Good customer care and communication skills with residents and visitors
• Achieving goals and target within timescales
• Self-Motivation
• Team Working
• Taking, responding to and resolving complaints
• Good general standard of education
• Driving license and use of a vehicle is essential
• Familiarise with company Health and Safety Policy and Procedure
• Co-operate with the company Health and safety representative
• Property Procedures Manual
• Property Fire safety Plan
Behaviours and Attributes
We pride ourselves by the way we work together as a team and by the pride we have collectively in the services we deliver.
To treat all residents, visitors and staff with the respect and as you would like to be treated and to engage effectively and be friendly, helpful enthusiastic, courteous, positive and cheerful.
To help deliver a high-quality customer focused service consistently.
To work holistically as a member of the team, looking after the wellbeing of each member of the team and inspiring, supporting and motivating other in the team to understand and deliver our company values to ensure we successfully achieve good results.
To work flexibly beyond your job role within the skill sets you have where this improves service levels to the customers.
To be a role model treating everyone fairly and consistently and by puling your weight and taking personal responsibility.
To prioritise several competing tasks to programmed deadlines, to deliver what is most important in the best manner possible within the resources available even when under pressure.
To embrace innovation and changes positively in relation to new initiatives to improve the efficiency and effectiveness of the service.
To support any service failure issues by being proactive in coming up with ideas to resolve them quickly with minimal impact to customers.
To maintain strict confidentiality in relation to all student matters and their personal data.
Schedule:
• Monday to Friday
• Weekend availability
• Overtime
Experience:
Customer service: 1 year minimum
Education:
GCSE or equivalent (preferred)
Licence/Certification:
Driving Licence (required)
Work Location:
In person