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Customer Liaison Officer

  • Salary: £21000.00 - £25000.00 per annum + car+bonuses
  • Location: Dudley, West Midlands
  • Job type: Permanent
  • Sector: Facilities Management
  • Job reference: 387555MLT

Job description

Summary of Role:
The primary function of this role is to interface between all stakeholders in terms of liaison, involvement, community cohesion, customer care, innovation and service delivery. Ensuring the programme of works schedule is delivered whilst maintaining quality systems and processes to ensure the above and continues to the TPAS accreditation.

Tasks & Responsibilities:
* Attend as necessary all health, safety and environmental awareness courses and tool box talks to ensure a safe basic understanding of requirements in the work place.
* Work with colleagues to ensure a safe culture in the work place wherever that may be.
* Abide by all appropriate company instructions, MSS etc
* Good knowledge of all Office products including Powerpoint, Excel, Outlook and Word.
* Develop personal knowledge of Maximo where necessary including PDA equipment.
* Using Excel as a database for various projects.
* Wherever necessary prioritise work schedules using Maximo or Excel as per contract protocols.
* Monitoring and maintaining KIP output, using an analytical approach to identify ways to spread best practice throughout the sector and ultimately ensure continuous improvements through benchmarking.
* Advocate and communicate excellence on behalf of the company in the social housing sector whilst working with all stakeholders and to display empathy and understanding in the field.
* Work on TPAS, ensuring their recommendations are embedded throughout and that all staff are kept up to date with recognized industry best practice in the work place an in their service delivery.
* Manage complaints, plaudits and suggestions ensuring any investigations and outcomes are monitored by line management.
* Working with in-house management systems.
* Extensive liaison with all stakeholders throughout the cycle of works programmes, whether they be Responsive Day to Day repairs, Out of Hours, Decent Homes, External or special Adaptations.
* Carry out day to day duties of a liaison officer according to the contract assigned.
* Contribute to a resident forum, bringing together residents and staff. Eventually working with other offices and/or regions to release a national resident's conference.
* Liaise with management to ensure synergy throughout the company for national events, accreditations and support programmes.
* Support Liaison staff that may be new to the contract or business and ensure synergy in service. Act as the interface between contractor, residents and client and ensure synergies in protocols are maintained.
* Work with management to develop continuous improvements.
* Support local office teams, especially RLO staff and where necessary contribute to on community development and CSR issues and community based campaign through SOMAD days.
* Meeting regularly with client teams and residents to maximize on the relationship.
* Work with RLO teams to support mystery shopping exercises, resident drop ins and quality inspections.
* Work with colleagues and RLO teams meeting intermittently to ensure synergy of service throughout the sector.
Company policy require CSCS Qualification


Relevant Experience:
Previous experience will be a major requirement

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