Resident Liaison Officer

Annual salary : up to 27077.51

Resident Liaison Officer

Dover

Full time - Permanent 42.5hrs per week Monday Friday 8am till 5pm

We work with Dover District Council delivering a variety of planned and responsive repairs works within the social housing sector and we are looking for an experienced Resident Liaison Officer to join our team in Dover.

You will be working directly within the operational team supporting the Planned Works supervisors and the Customer Success Manager to deliver excellent customer service.

The role is office (Aylesham Kent) and site based (throughout the Dover district) and includes daily interaction with residents and clients facilitating planned works providing updates and reporting on access complaint resolution and compliments. You will also be involved in delivering our social value programme.

• Act as an ambassador for Mears and the Council and support customer engagement activities across all work streams; planned and responsive works.
• Work with the Council to support their resident engagement programme attending resident meetings / consultation activities as necessary.
• Work with supervisors to ensure that appropriate consultation and communication with residents is undertaken in their homes or during specific events providing a point of contact during planned works and ensuring that feedback is obtained on works completion.
• Provide support and feedback to the Helpdesk taking escalated calls as appropriate.
• Provide a single point of contact for customer and client throughout the complaint process investigating issues providing full responses or information within target times.
• Ensure that lessons learned from complaints and complaint resolution actions are recorded and acted upon throughout the branch.
• Escalate any concerns about work processes behaviour safeguarding to the appropriate manager.
• Ensure all related policy process and procedures are fully adhered to and maintain accurate and relevant complaint customer satisfaction and feedback records using company systems providing reports for the Council as required.
• Review coordinate and monitor all customer related tasks and communication materials as appropriate.
• Support delivery of customer training including standards and safeguarding to operational teams and subcontractors.
• Act as a champion for social value supporting the branch in specific activities and recording and promoting achievements.
• Provide administrative support across the office team and work closely to support other colleagues as required.

• Previous experience in a customer facing role with experience in the above duties
• Proactive in supporting colleagues sharing knowledge and contributing to team objectives while maintaining a positive and adaptable attitude.
• Demonstrated ability to manage enquiries resolve issues promptly and maintain high levels of customer satisfaction in fast-paced environments.
• Skilled in verbal and written communication including drafting professional correspondence formal letters and clear reports for diverse audiences.
• Experienced in handling sensitive situations mediating disputes and achieving mutually beneficial outcomes with residents and stakeholders.
• Able to work under pressure adjusting priorities to meet changing deadlines and project requirements.
• Previous experience managing documentation maintaining accurate records and ensuring compliance with organisational standards.
• Ability to use of Microsoft Office Suite (Word Excel Outlook) and other digital platforms for scheduling reporting and communication.
• UK Full Driving licence.

• 25 days annual leave plus bank holidays
• Annual Mears Fun Day - Our annual Fun Day is organised as a massive thank you from the Executive team for all the hard work!
• Volunteering Leave - Mears supports employees to undertake paid volunteering in the community in support of our social value commitment.
• Staff perks with Mears Rewards - discounts of up to 10% weekly groceries holidays eye test vouchers Share save scheme plus much more.
• Family friendly policies
• Company Van Fuel Card and Uniform

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