Customer Care Officer / Resident Liaison Officer

ROLE: Customer Care Officer/Resident Liaison Officer
LOCATION: West Yorkshire
Salary: £26,000per year

Momentum Resource Management are currently recruiting for one of the North’s leading construction companies with a current 2015 order book of over two billion pounds. As a result of this fantastic achievement we are looking to recruit four RLO’s/CCO’s.
• Your key objectives will be:-
• To provide a link between Customers, contractors, client and to represent Customers in all matters relating to works carried out. This role will be responsible for Customer Care on behalf of the client, will work in conjunction with the Operational teams and the Customer Care Manager across all work streams.
• The Customer Care Officer will also be responsible for increasing our clients presence and involvement within the community, by developing relationships and community projects.

Principle accountabilities:-
1. Act as main point of contact within our client for Customers whose homes are undergoing repairs and major works.
2. Be a pro-active member of the team with regard to building relations with the client, Customers and tenant groups.
3. Resolve complaints and ensure that they are logged on our clients complaint Database, any escalated complaints to be passed to the Customer Care Manager.
4. Work closely with the operational teams to ensure service delivery requirements, and the achievements of Key Performance Indicators are monitored and Logged on MCM.
5. Responsible for all Customer Care procedures.
6. Ensure that all correspondence is responded to within the agreed timescale.
7. Inform the Customer of any delays of changes to the work that has been scheduled.
8. Provide the Customer with out of hours emergency service arrangements
9. Ensure Customer Care Training modules are delivered and recorded to all staff.
10. Customer Care Teams to visit Customer on a regular basis and complete a daily Log.
11. Produce Monthly reports for the Operational Teams and Customer Care Manager.
12. To ensure our Customers receive the agreed notification letters and Information Booklets before work commences.
13. Attend Estate Walkabouts as and when required.
14. Log agreed information on Client IT systems.
15. Report any Safeguarding concerns to the Safeguarding Champion.
16. To ensure all Customer Information is stored in the relevant House Files.
17. Organise choices events as and when required.
18. Ensure all Customers have contact details for the relevant Customer Care Officer and Supervisors.
19. To ensure all properties are prepared for the works to commence, appointments made are kept, disruption is kept to minimum and works successfully completed to Customers satisfaction.
20. To communicate any special requirements to all parties concerned, including outside parties and to assist Customers who have special requirements with areas such as packing up goods etc.
21. To carry out any other duties required to ensure efficient running of the service to the Customers.
22. Deliver and collect satisfaction surveys both verbally and written as per contractual obligation, identify customer perception of the service, monitor & analyse information and communicate to operational Teams and Customer Care Manager
23. Undertake any other duties commensurate with the grade, which contribute to the smooth running of the business.

Person Specification
1. Experience in a customer service role, or similar.
2. Well-developed verbal and written communication skills and the ability to work co-operatively with multi-disciplined groups.
3. Self Motivated and enthusiastic.
4. Team player, but also comfortable working alone.
5. Experience of working in the social housing sector.
6. Flexible approach to working hours to suit the needs of the business.
7. A full driving license is essential for all posts.
8. Presentation Skills.
9. Methodical Approach to duties.
10. Good standard of Maths.
11. Good IT Skills across several IT packages.
12. Good problem solving skills