Tenant Liaison Officer

Role Overview

Play a significant part in maintaining strong relationships with our clients and their residents, in the effort to ensure 100% across gas servicing. If you have impeccable attention to detail, excellent communication abilities, and a passion for customer service, we want to hear from you.

You will be required to cover a geographical area, (travel between tenant properties in the Portsmouth and surrounding areas), working with management, administrators and the client to ensure 100% compliance for annual gas services.

This will include using a variety of methods, including phone calls and home visits, to contact customers to arrange service appointments for hard to access properties.

Great interpersonal and customer service skills are required. You will work closely with the client and report back on a regular basis. Some work outside of normal hours may be required as it is a full UK driving licence.

• Schedule annual services in conjunction with the Client specific procedure

• Where possible ensure that annual servicing referrals are kept to a minimum by means of, telephone communications, home visits & resident liaison, this may involve work outside of normal working hours

• On a daily basis ensure escalation and completion of annual service visits are progressed as per the client specified processes

• Contact residents when required to reschedule appointments

• Produce reports from the Contract Management software to be used to ensure that properties meet the Servicing Procedure requirements

• Produce accurate and timely reports to Clients and Management as and when required

• Deal with resident complaints following the Company complaints procedure, providing management and the Client with written reports on remedial action required

• Initiate and manage the Complaint / Incident Procedure in accordance with Company Policy. Arrange appointments with residents regarding complaints; ensure internal Management staff are kept up to date at all times

• Liaise with residents for the rectification of any outstanding work or repair work, ensuring prompt rectification

• Attend client meetings including Resident’s Meetings, Roadshows and Contract Review meetings

• Maintain personal and professional development to meet the changing demands of the job, participate in appropriate training activities and encourage and support staff in their development and training

• Undertake such other duties, training and / or hours of work as may be reasonably required and which are consistent with the general level of responsibility of this job

• Assist in establishing, collating and monitoring resident satisfaction level data.

• Ensure compliance with all company standards, policies and procedures

• Valid UK driving licence (essential)

• Exceptional attention to detail and administrative skills

• Strong multitasking abilities to handle tasks concurrently

• Resilient and capable of working under pressure with a solution-oriented mindset

• Excellent organisational abilities to prioritise and manage workload efficiently

• Proficient Microsoft Office packages

• Friendly and professional attitude in all interactions with team members and residents

• Experience in customer service oriented roles

• Effective communication skills, both written and verbal

• Ability to maintain a high level of professionalism and confidentiality

• A flexible and adaptable work ethic, ready to collaborate in a team setting

We offer a range of benefits designed to support your lifestyle whilst working for Sureserve and outside of work, some of these include:

• £27,976 per annum

• Company vehicle and fuel card supplied

• Uniform, PPE & mobile device supplied

• Contributory pension scheme

• Life assurance

• 20 days + Bank holidays (service based increasing holiday scheme)

• Enhanced maternity, paternity, adoption leave and other family friendly policies

• Sureserve Benefits Hub, accessing over 1000 retail discounts

• Virtual GP service, available for employees and immediate family

• Employee Assistance Programme (EAP)

• Bike2
  
  Work Scheme

• EV Car Scheme

• Employee engagement events and “Employee Voice” programmes

• Strong opportunities for career growth and development

• “Sureserve Legends” –…