Summary of position
To provide a single point of contact for residents by delivering the best operational service whilst we maintain or improve their homes. The resident’s full involvement in the decision-making process is key and as a company RLO you will ensure the resident is engaged and able to make informed decisions during the process.
Primary and general responsibilities
- To contact/meet residents prior to Greyline carrying out works to ensure that the residents are fully aware of the works due to be carried out and the timescales involved in completing the works.
- Manage appointments, generate, and distribute letters and attend surveys.
- Compile resident and household profiles of specific works to be carried out with minimal disruption.
- Maintain the highest levels of customer care with residents whose homes are due to have work carried out, being their first point of contact.
- Regularly liaise with site teams to keep residents informed of progress and any relevant updates.
- Register complaints in line with the company’s reporting procedures ensuring complaints are investigated and resolved quickly.
- Schedule appointments for follow on work if needed ensuring that it is completed to the resident’s satisfaction.
- Ensure compliance and adherence with Oneserve IT workflow management system on managing works orders.
- Attend monthly contract meetings and support associated reporting requirements.
- Ensure resident satisfaction surveys are carried out and surveys are reviewed for trends and improvements.
- Hold meet the contractor meetings, resident surgeries and attend resident association meetings as required.
- Contribute ideas any suggestions that may enable the company to provide a better service.
- Act as an ambassador for the company always.
Knowledge & Experience
- Demonstratable knowledge of delivering high levels of customer service and customer satisfaction.
- Understanding of planned and reactive maintenance services.
- Social housing working experience, contractor, or Client employment.
- Understanding and experience in the delivery of the RLO role and activities.
Qualities & Attitude
- Flexibility, good interpersonal skills, approachable, ability to work on own initiative
- Ensure the resident is engaged and informed.
- Internal and external customer focus.
- Planning and organising skills to efficiently manage workload.
- Strive for continuous improvement.
- Excellent Communication with a positive approach.
- Integrity and Honesty.
- Problem solving.
Qualifications & Training
- Full clean driving license.
- DBS check required.
- SMSTS qualification.
- First Aid Certificate.
- E learning courses in Asbestos awareness, Sharps & Needles, Manual Handling, COSH, Fire management and working at height.