Tenant Liaison Officer (Tlo) / Customer Care Coordinator – Construction

Tenant Liaison Officer (TLO) / Customer Care Coordinator – Construction

The Company:
Our client has been in business for over 20 years and with a £200M turnover they are well respected throughout the Region and the UK
Due to steady growth the Manchester office is now looking to strengthen their Maintenance Planning Department with the addition of a Tenant Liaison Officer (TLO) / Maintenance Planner
This role will report into the Customer Care Manager and concentrate on new build projects typically in the Student Accommodation – New Build Apartment s &Social Housing,.
The Candidate:
We are seeking candidates with excellent communication, negotiation and management skills.
Your background should be in Administration / Construction / Customer Service and you will need excellent organisation skills, see below:

The Role

To assist the Customer Care Coordinator in responding and rectifying problems raised by owners/residents of new builds.
Providing all necessary organisation and administration for the Customer Care team to ensure that all problems are dealt with in a timely manner and issues are resolved within the set deadlines.

Responding to all residents of new build properties when they are reporting any problems.
Recording all problems raised by residents by maintaining a log of all calls/reported problems and tracking them through to completion. Producing reports periodically for the Customer Care Coordinator.
Prioritising all problems raised and arranging with Contractors
Inputting data into the in-house software system in accordance with the Customer Care procedure.
Ensuring effective communication with all involved parties throughout the process.
Ensuring all tasks are closed out in a timely manner.
Ensuring that recovery of cost is achieved where possible; an understanding of liability essential
Ensuring that organisational requirements are met and standards of best practice are maintained.
Ensuring work is completed in line with KPI’s
Answering/making calls to residents, maintaining professionalism at all times.
Filing and archiving documents as and when required.
Providing general administrative support to the Customer Care team
Attending customer care meetings as and when required, taking minutes of any meetings.
Effectively managing team member’s diaries.
Scheduling appointments with residents for inspections/maintenance.
Adhere to Company Health and Safety policies and guidelines at all times

The Package:

Basic Salaries: c£18- £20K

For more information on these and other Planning roles please contact Jim Treasure