Resident Liaison Officer

Location: [Dartford]
Contract: [Permanent]
Hours: [9-5]

Role Overview

We are looking for a confident and customer-focused Resident Liaison Officer to act as the main point of contact for escalated customer queries, complaints, and complex issues. You will play a key role in resolving issues efficiently, improving customer experience, and supporting the Service Delivery team in managing formal complaints.

Key Responsibilities

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

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Manage complex customer queries and complaints, ensuring timely and effective resolution

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Liaise directly with customers, providing regular updates and maintaining clear communication

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Act as a mediator to resolve issues early and reduce the number of formal complaints

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Support the Service Delivery Officer in investigating and responding to formal complaints

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Contact customers to arrange follow-up appointments where required

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Provide feedback to Customer Service Agents on common complaint themes

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Work closely with Team Leaders to support coaching and training needs

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Liaise with Contract Administrators to highlight potential issues on individual contracts

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Maintain high internal standards relating to call quality and customer service

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Meet productivity targets and contribute to individual and team performance goals

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Assist the Complaints and Performance Officer with complaint logging, responses, and compensation requests

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Ensure compliance with company policies, including data protection and equality & diversity

What We're Looking For

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Experience in customer service, complaints handling, or escalations

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Strong communication and problem-solving skills

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Ability to handle complex and sensitive situations professionally

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Confident working with customers, colleagues, and multiple stakeholders

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Good organisational skills and attention to detail

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Ability to meet targets while maintaining quality standards

What We Offer

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Competitive salary

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Supportive team environment

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Training and development opportunities

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Opportunity to make a real impact on customer experience

Apply Now