Senior Tenant Liaison Officer

Salary: £26,000 per year

Senior Customer Care/TLO Officer required for an ongoing, temporary, social housing organisation based in the Gateshead area.

The Role

This post will play a key role within the Repair Service in monitoring and learning from responses to complaints and other types of customer feedback. Within the role there will be a particular emphasis on providing support, liaison, and aftercare to customers using the repairs service. 

Co-ordinating internal and external services and partners to oversee a liaison function for customers experiencing major and cyclical repairs, or complex responsive repair issues.

Taking responsibility for ensuring complaints are dealt with in a timely manner and all investigations and responses are of an expected quality.

Investigate and respond to enquiries from tenants (and from MPs, Councillors and other agencies on behalf of tenants) in a positive, fair, and helpful manner.

Working with strategic partners to ensure learning from complaints is identified and leads to the development and implementation of service improvements.

Contribute to the development and improvement of policies and procedures within the repairs service to ensure customer care is delivered effectively and consistently.

Work with customer groups and repair partners to develop and deliver service improvements.

Development and delivery of training and induction to ensure high and consistent levels of customer care.

Line management of Customer Care officer.

Such other responsibilities allocated which are appropriate to the grade of the post.

Experience Required

Qualifications: 5 GCSE’s or equivalent at grade C or above.

Experience in a Customer Service environment.

Experience of negotiating and problem solving.

Excellent communication skills via a variety of methods including the ability to conduct one to one interviews, the production of customer friendly letters and the ability to deal with difficult situations.

Good organisation and time management skills, with an ability to work under pressure and to meet deadlines.

The ability to co-ordinate and bring together Officers, Partners and Stakeholders, including elected members, to ensure a consistent and good quality approach to dealing with customer queries and dissatisfaction.

PC applications including Microsoft Office.

Ideally: 

Experience of analysing complaint/customer feedback effectively and translate into actions to improve the service our customers receive.

Experience of report writing.

Full Driving Licence and have access to a car.

Remuneration

£26,000 per year

This is a temporary position and Corepeople Recruitment Limited will be acting as an employment business for the supply of temporary workers to the hirer.

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