TXM Recruit is working in partnership with an award-winning organisation on an exciting project in Birmingham. They are looking for an experienced Resident Liaison Officer to become part of an ever expanding and skilled team, working on a high-end care home project.

3-month minimum contract. Possibility of a permanent contract in the future.

MAIN DUTIES

* Act as main point of contact for client, re compliance & complaints

* Act as the main point of contact for escalated calls from Customer Service Agents

* Work closely with operations/managers and liaise with customer to ensure smooth resolution of any complex issues, maintaining regular contact to keep customers informed of progress.

* Act as a mediator to prevent issues being escalated and reduce the number of formal complaints being raised.

* Update and provide compliance & repair reports to client.

* Call customers to arrange appointments for follow up works

* Support the Customer Service Agents by providing feedback on common causes of complaints and work with the team leaders to support coaching and training needs

* Liaise with Contract Administrators to keep appraised of any issues likely to arise on individual contracts

* Assist the Complaints and Performance Officer in recording complaints and responding to complaints and requests for compensation, monitoring complaints to resolution while keeping customer up to date with progress.

* Attend Contract meetings.

* All associated ad-hoc administrative duties

Hours: Monday - Friday, 40 hours per week. 8AM-5PM.

Pay: £18.50 Per hour.

REQUIRED SKILLS / QUALIFICATIONS

* Experience in the same position or similar role.

* Must be an excellent communicator and a natural problem solver with excellent interpersonal skills.

* Must be confident polite and courteous when communicating and building relationships with residents, clients, and site operatives.

* Good IT skills with competency at Microsoft Word and Excel