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Resident Liaison officer required for a growing organisation based in Northampton.

You will be responsible for providing an exceptional customer experience for residents, clients and other stakeholders on refurbishment projects. Provide a dynamic customer care service, anticipate customers needs and ensure positive touch points throughout the customer journey.

You will be responsible for delivering a full customer care service to the project, focusing on the customer journey with excellent communication keeping customers informed.

You will also be required to:

Adopt and embrace the CRM system.
Making appointments for the project team and maintaining project diaries.
Pre-start visits and profiles.
Identify specific customer needs (work patterns/health issues etc.
Daily completion of the CRM system.
Daily telephone/communication/SMS to residents.
Regular visits to residents where works are underway.
Building good relationship with Client and other stakeholders.
Keep Leaseholders/Private residents informed about works that may affect them.
Ensure GDPR is adhered to.
Actively promote Safeguarding and be aware of reporting protocol.
Monitor out of hours calls on a daily basis - follow up as necessary