Resident Liaison Officer

Resident Liaison Officer
Based in Kensington
Must have full UK driving Licence
Permanent Role

General Duties/Key Responsibilities:

Building Relationships:

• Serve as the first point of contact for clients, residents, and escalated queries.
• Liaise with internal teams, including management and operational staff, to ensure seamless resolution of any issues.
• Act as a mediator to de-escalate complaints and prevent formal grievances.

Complaint Management:

• Investigate and respond to complaints and requests for compensation in collaboration with relevant teams.
• Maintain regular communication with residents during resolution processes to ensure satisfaction and prevent further escalation.
• Record and manage complaints, providing insights for performance improvements.

Compliance:

• Work closely with contract administrators to maintain compliance with service standards and legal requirements.
• Ensure full compliance with safety and regulatory standards keeping LGSR's at 100% compliance. Administrative Support:
• Schedule appointments making outbound calls for servicing, repairs, and follow-up works. Manage CRM systems by updating resident contact details, complaints, and compliance cases. Respond to customer and client emails and maintain accurate documentation.
• Carry out other related duties as required to support business needs, i.e. Inbound calls and live chat.

Customer Service and Training:

• Deliver high-quality customer service, meeting internal standards for calls and inquiries.
• Support team coaching and training by providing feedback on common issues and improving resolution processes