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Job Description
Job Purpose:
We are looking for a Resident Liaison Officer Retrofit to provide support and guidance to all customers/residents involved in our whole house retrofit programmes. This role focuses on resident and user training, conducting 360 reviews, and educating site and contact centre staff on enhanced profiling and customer engagement. You will be responsible for pre-work meetings, mid-work reviews, and post-work auditing, ensuring effective communication and customer satisfaction throughout the process. You will be required to travel around the Oxfordshire and Midlands area.
Key Responsibilities
- Maintain positive customer engagement by assessing, improving, and implementing contact protocols and profiling processes.
- Deliver a high-quality service to both the client and customers, ensuring respect for all individuals and meeting challenges.
- Revise and implement systems and procedures to enhance engagement and customer experience in collaboration with management teams
- Provide educational opportunities and experiential growth for administrative and trade staff, focusing on a customer-centric approach.
- Resolve customer objections, complaints, and site-based queries, managing resident perceptions and encouraging buy-in
- Visit customers in their homes to reassure and provide ongoing support.
- Lead on CSR activities and social value programmes.
- Collaborate with client RLOs and housing teams to manage safeguarding, tailored interventions, and non-access issues.
- Maintain professional and technical knowledge through workshops, publications, and networks.
- Help build a customer-centric focus across CCS.
- Travel required across the Oxfordshire / Midlands of the UK, with overnight stays as necessary. Vehicle and fuel card will be supplied.
Skills & Qualifications
- Proven experience in customer service and site-based engagement, including managing customer engagement programmes and conducting 360 reviews.
- Experience with resident profiling and safeguarding.
- A formal customer service qualification is an advantage.
- Strong communication and problem-solving skills.
Experience Required
- Experience in a social housing environment, managing vulnerable customers and working on social housing planned/capital investment programmes.
Benefits For Working At CCS
- Pension Scheme, (Auto-enrolment after completion of probation.).
- Buying / Selling of annual leave after successful probation period in the allocated window.
- Potential for enhanced benefits package after two years service, based on performance.
- Professional growth.
- Parking available in office locations.
- Refer a friend bonus scheme.
- Work related training (in-house and external where appropriate).
- 24/7 Employee Assistance Program
Personal Attributes
- You pride yourself on truth and share knowledge for the greater good.
- You are committed to improvement and are an active team participant.
- You accept responsibility for your role and promote ownership in others.
- You have a desire to be successful and achieve goals, whether small or large.
- You are flexible to meet business needs and actively work towards expanding your knowledge and developing your skills.
We are an equal opportunities employer and we welcome applicants no matter what their ethnicity, gender, sexuality, beliefs or nationality.
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