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. * A...