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Customer Liaison Officer

Eingestellt von ERSG

Gesuchte Skills: Client, Support

Projektbeschreibung

Construction site refurbishment customer care officer

Reporting to the Site Manager and working with the site team, you will be responsible for liaising with both social tenant and private home owners to arrange access for the ECO energy improvement works, so that they may be carried out in an efficient manner

You will be responsible for managing an efficient process of notification and consultation with the residents, always seeking to fully expedite resident problems and concerns. You will also be encouraged to engage residents who may be nervous or uncertain about the works, especially the elderly.

To deal with any client and customer concerns in a positive manner.

Establish an effective communication process.

Ensure customer satisfaction is achieved.

Effectively organise and administer data systems and records.

Identify appropriate opportunities, through effective client communications to improve efficiencies and ways of working.

Contribute to the development of the wider team by sharing knowledge & experience, thus supporting one direction under one E.ON Work with others to achieve a common goal by utilising tools, resources, goals, key performance indicators through a flexible interpersonal style.

To undertake any other duties commensurate with the post and needs of the department and business.

Dealing with residents in a positive, but open and honest manner.

Resolve resident queries and concerns efficiently and satisfactorily

Effectively organise and manage the resident notification process, keeping accurate and available records, so that the site programme targets are met.

Record dilapidation surveys prior to works being undertaken

Contribute to the wider team by sharing knowledge and experience, and reporting to the site manager any concerns regarding health and safety matters

Attend when required Contract Relationship meetings with the client (SSHA) - quarterly.

Identify non access to properties.

Case management via the data system for timely updates and reporting.

Manage the issue of pre enforcement notice letters to uncooperative tenants by home visits.

Provide progress reports to client (SSHA) for the timely commencement of legal action.

Manage data for the production of statistical reports to DMBC.

Manage disputes and claims.

Explain works to tenants.

Inform housing managers of any special needs with tenants.

360 degree feedback with tenants.

Play an active part in Tenant forums/meetings.

Work to support Residents charter.

Honest and Open communication with tenants.

Successfully communicate with people of diverse back grounds.

Issue access notices.

Brief tenants on E.ON code of conduct.

Identify patterns/trends in tenant behaviour.

To work within and add to an open and blame free culture.

Providing other support as required, supporting team members at all times.

ROLE REQUIREMENTS

Face to face customer service experience is essential

Experience of working as a Liaison Office in a housing environment is preferable.

Basic IT Skills are essential

Holding a valid CSCS card is preferable

Strong interpersonal skills

Self confidence and the ability to handle difficult situations

The ability to adapt communication styles to reflect the needs of the residents

Organised and dependable, with the ability to work independently if required

Projektdetails

  • Vertragsart:

    Contract

  • Berufserfahrung:

    Keine Angabe

Geforderte Qualifikationen

ERSG