.png)
Job Title: Project Liaison Officer
Reporting To: Head of Operations
Hours of Work: Mon – Fri, 09:00 – 17:00
Role Overview:
Reporting to the Head of Operations, you will liaise with staff, contractors, tenants and other agencies to deliver a high-quality service during planned and cyclical works. You will be responsible for a first-class liaison and administrative support to our project team and wide and diverse customer base in a professional and efficient manner.
Key Activities / Responsibilities:
- Act as key conduit for information both internally within CFM and externally with key partners of supply chain and client staff
- Liaise with customer district and project managers to resolve any potential issues before works commence
- Inform tenants on all aspects of planned or improvement works including the timescale involved, contractor details, the disturbance that is to be expected, the preparation required by the tenant, the dangers and risks that may be expected (as far as can be foreseen) and the projected final outcome and to whom they should raise any queries with including expectations of how and timeline for these to be resolved
- Ensure customers queries or complaints raised are dealt with and closed out efficiently
- Maintain the complaints procedure and deal with disputes and damage claims
- Carryout on site customer consultations / pre work inspections identifying customer issues, possible design issues and recording of customer specific preferences where applicable
- To promote and monitor progress on the programmes of work being undertaken and ensure that problems and defects are identified early and actioned by the relevant Project Manager, reporting any item of concern to the Head of Operations
- Report all defects to project lead and advise on any trends (common defects)
- Collect and collate all relevant data and information required for reports and ensure all information is readily available for internal and external meetings i.e. KPI meetings, weekly huddles etc.
- Assist and support in ensuring all project target dates are met, i.e. management of project tracker log, valuation submissions and final accounts
- Completion and submission of all documentation as required by clients
- Attend department and client meetings as an when required
- Preparation and management of all live project files, ensuring each has scheme briefs, walk sheets and property details
- Prepare monthly Build Safe reports for all live projects
- Prepare HSE handover files for all live projects, ensuring compliance at all stages of project
- Providing notification of completed works to all customers and clients
- Complete customer satisfaction surveys post works with all tenants, collating all data and making continuous improvement suggestions on how to improve the customer service experience and service delivery of planned and cyclical works
- To perform the job in accordance with the company’s policies and procedures, especially the Equal Opportunities and Dignity at Work Policy
- To perform any other duties as may be reasonably required
Education / Experience:
- Two years' experience (within the last 7 years) working in a Tenancy/Customer Service field, or;
- A working knowledge of Microsoft Office packages
- A proven track record in meeting key performance targets and delivering excellent customer service
- Ability to communicate effectively with people, both in writing and verbally
Skills/Competencies:
- Excellent customer service experience
- Experience working in and within a social housing environment (desirable)
- Ability to establish and maintain effective customer relationships
- Well organised with excellent verbal and written communication skills with the aptitude to communicate at all levels
- Skills of delivering effective methods of customer consultation and participation
- An ability to identify and resolve problems quickly and efficiently
Benefits include: - Healthcare Cash Plan, Life Assurance, Family Friendly policies, and access to “Perks” which offers exclusive member discounts, great deals and cashback on shopping, travel restaurants and much more!
