We are an established construction company, based in Glasgow, Bristol, and Manchester, undertaking new build, refurbishment facades, and insurance reinstatement work within the industrial, commercial, residential, and retail sectors throughout the United Kingdom.
An excellent opportunity has arisen for a Residents Liaison Officer to join our team. The position will be permanent and based within our Glasgow office. Whilst the core activities will be during normal working hours, there may be a requirement for out-of-hours liaison and communication, as is required. Reporting directly to our Contracts Manager, your role will be pivotal to the successful interaction with building residents and the overall successful project delivery for our works on site.
Duties include but are not limited to:
Preparation and circulation of regular rollout programmes, the scope of works, and activity schedules to residents to keep them appraised of our works and timeline and most notably when the precise location of our works directly impact upon their respective flat location.
Liaising with the building residents and the property manager throughout the duration of our works on site.
First point of contact for building residents for any information required requests, feedback and/or complaints. Those contacts are anticipated as being both verbal and written and will require formal logging, information gathering and ultimately proper resolution.
Arrangement of intermittent public events, such as resident’s coffee morning, and similar such like ‘meet and greets’ together with resident’s meetings, either pre-arranged or ad-hoc.
Log all complaints, feedback and interaction within a recognised system together with any associated resolutions, record information, rollouts, etc
Preparation of a monthly report on the resident’s interaction which will be incorporated within our overall monthly progress report to the Client.
Preparation of minutes of meetings with subsequent issue to affected parties and the saving of same within the project server.
Monitor and resolve resident’s complaints.
Work closely with our Site Project Manager to ensure a proper communication bridge
Requirements and skills:
Minimum 5 years’ experience in customer care and/or a customer focused environment.
Exceptional communication and organisational skills.
Work well independently as well as being a team player.
High professional standards aligned with honesty and integrity.
Positive, ‘can-do’ attitude
Conversant in software packages such as Microsoft excel, word, outlook and notable CRM systems and processes.
Ability to work to required timelines and effectively manage and prioritise a busy workload.
Articulate, polite and a coherent and fluent English speaker
Patient, sincere and understanding.
Job Type: Full-time
- Company pension
- Free parking
- Life insurance
- On-site parking
- Sick pay