Social network you want to login/join with:
Resident Liaison Officer - Repairs and Maintenance in Social Housing
Based in Hastings with travel to Kent 1 day per week
Full time, permanent
£30,000 per annum + company vehicle
We are working with a leading Social Housing repairs & maintenance contractor to recruit a full-time, permanent Resident Liaison Officer based in Hastings.
Responsibilities:
* Provide customer care and respond to dissatisfaction.
* Proactively address expressions of dissatisfaction at the initial stage to prevent escalation.
* Investigate, register, and report complaints following company and client procedures. Handle MP, Councillor enquiries and complaints efficiently, keeping residents and clients informed of outcomes.
* Conduct home visits to meet residents, address concerns, and keep them informed.
* Schedule and oversee follow-up work to ensure resident satisfaction.
* Build relationships with tenants and clients, maintaining communication via phone, email, and letter.
* Write responses to complaints in writing.
* Maintain the company's complaint log and analyze trends to improve services.
* Arrange compensation or goodwill gestures as needed, subject to approval by the Customer Service Manager / Divisional Manager.
* Respond to dissatisfaction via text message within agreed timescales and ensure issues are addressed.
* Carry out and record resident telephone surveys, taking appropriate actions based on feedback. Provide monthly reports on survey findings and actions taken.
Key Experience:
* Experience in complaints handling or resident liaison roles.
* Previous experience with Local Authorities or Registered Housing Providers is essential.
* Ability to compose written responses to complaints via email and letter.
* Proven ability to work in a busy environment and meet challenging deadlines.
If interested, please apply online.
#J-18808-Ljbffr