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Customer Liaison Manager

Purpose:

To support the Head of Customer Liaison in managing all customer–related issues relevant to the delivery of Divisional legacy projects and estate management.

Responsible to:

Head of Customer Liaison

Responsibilities:

* To assist the Head of Customer Liaison in delivering a seamless customer journey as part of Divisional legacy projects

* Offer information, advice and assistance to those customers who may be directly or indirectly impacted by works that may be undertaken within customer properties

* Manage the interface between residents and the construction team ensuring the highest levels of resident satisfaction while minimising disruption

* Take an active role in coordinating and managing the customer decant journey; serve as the primary point of contact for residents, keeping them informed of project progress, schedules and key activities through regular meetings, written updates and individual consultations when necessary

* Take an active role in ensuring all project milestones are met and planned for in advance

* Closely monitor relevant project trackers to ensure the most up to date information is populated and accurate records of resident communications and actions taken are maintained

* Work closely with internal teams as well as external stakeholders such as local authorities and managing agents

* Ensure information on vulnerable residents or those posing a risk is communicated in line with policy

* Coordinate and liaise on reported defects that arise following completion of any major works and ensure these are dealt with in a costeffective manner

* Address and resolve resident concerns promptly and efficiently, escalating complex issues to senior management as required

* Develop and distribute FAQ documents, newsletters and other communication materials to ensure residents have access to accurate information/updates

* Attend necessary internal project meetings and meetings with stakeholders and residents

* Liaise with all other departments to ensure customer enquiries or concerns are addressed professionally and efficiently

* Provide administrative support for the department, to include, handling and responding to all customer correspondence, electronic and paper filing, production and updating of reports, record action logs for internal meetings

* Undertake post – completion satisfaction calls to customers

* Update weekly reports and distribute to relevant personnel

* Promote and act in accordance with all Group values, systems, policies and procedures

* Carry out other appropriate ad hoc duties as and when required

Personal characteristics/qualifications and skills:

* Experience of working in a professional customer service/resident liaison capacity

* Knowledge of Building Safety Act 2022 desirable

* Previous experience in a demanding and fast paced customer service environment

* Experience working with challenging customer demographics

* Experience working on projects where a decant programme has been applicable

* High attention to detail in tracking resident interactions and ensuring followthrough on all issues

* Excellent communication skills, both written and verbal

* Intermediate to advanced level of proficiency with MS Office programs, with excellent keyboard skills

* A strong team player, supportive of colleagues, empathetic and approachable

* Assertive, tenacious, with an ability to influence others and be resilient to challenging customer demands

* Self – disciplined, with excellent time management skills and the ability to coordinator a number of priorities