About The Role
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Job Purpose
We are looking for a full-time Resident Liaison Officer Retrofit to provide support and guidance to all customers/residents involved in our whole house retrofit programmes. This role focuses on resident and user training, conducting 360 reviews, and educating site and contact centre staff on enhanced profiling and customer engagement. You will be responsible for pre-work meetings, mid-work reviews, and post-work auditing, ensuring effective communication and customer satisfaction throughout the process.
Area coverage:Banbury, Oxford or Kidlington
Key Responsibilities
1. Maintain positive customer engagement by assessing, improving, and implementing contact protocols and profiling processes.
2. Deliver a high-quality service to both the client and customers, ensuring respect for all individuals and meeting challenges.
3. Revise and implement systems and procedures to enhance engagement and customer experience in collaboration with management teams
4. Provide educational opportunities and experiential growth for administrative and trade staff, focusing on a customer-centric approach. Resolve customer objections, complaints, and site-based queries, managing resident perceptions and encouraging buy-in.
5. Visit customers in their homes to reassure and provide ongoing suppo...