Your key responsibilities are: • Facilitate the smooth running of projects by building and maintaining positive relationships between the residents, sub-contractors, client representatives and the team.

• Work closely with Project and site management team to ensure quality of customer service is maintained to a high level, including resolution of issues raised.

• Maintain working relationships with client representatives to reduce duplication and ensure consistency of information and approach.

• Maintain customer service processes and systems as relevant for the site and residents.

• Respond to all resident issues, working closely with project and site management team to ensure resolution of issues raised to ensure prompt resolution and recommend changes, in line with policies.

• Provision of outstanding and closed Customer Service issues to the Assistant Customer Service Managers monthly.

. Role Responsibilities:

• Work closely with the Project Manager and Design & Quality teams.

• Set up and maintain customer service systems, site records and local documentation and communication plans.

• Draft responses and communication for residents and other parties.

• Mail merge letters to be sent to residents for surveys and installation dates etc, as directed by the Customer Service Manager/ Assistant Customer Service Manager

• Answering of phone calls and making any necessary appointments.

• Liaise with individual residents and establish individual requirements.

• Arrange site surveys as required to each property within the project.

• Manage surveys and work appointments with residents and comply with local keyholding and security requirements.

• Maintain record of all issues raised and resolutions and report progress as required for weekly, fortnightly, and monthly meetings.

• Work with site and project management to identify and resolve issues and make recommendations for changes where appropriate.

• Observe all H&S rules and ensure resolution of service issues comply with all such rules.

• Escalate unresolved issues to CSM, when appropriate to do so.

• Basic site administration including data entry of the in house ‘probe’ system for the below:

➢ Delivery receipts – Once a week update deliveries on probe and ensure hard copies are sent/collected for the attention of Accounts Team.

➢ Site stock takes – Every Thursday stock takes are undertaken by the Site Manager. Information needs to be updated and sent to head office by you once a week following this stock take.

➢ Update and close out alerts – Manage alerts on probe by reviewing every three days, chasing for response from individuals who are down to provide this.

➢ Right to Work Checks – Checking of right to work for subcontractors including taking copies of passport or checking settlement status on the government website.

➢ Maintain ID system for operatives - following procedure already started by Site Manager.

• To perform any other administrative duties as directed by CSM.

• Obtain satisfaction surveys for all residents, collating responses, and work with project staff to use feedback to improve our service

Skills and Qualifications:

• Excellent written English.

• Experience with customer service, ideally resident liaison experience within construction/social housing sector.

• Ability to manage resident expectations.

• DBS check (standard).

General IT:

• Competent MS Excel, MS Word, Microsoft Outlook email and calendars.

• Competent use of Project Probe and SharePoint