Senior Liaison Officer

We are currently working with an established building and maintenance company based in Southend-On-Sea, who are looking for an experienced Senior Liaison Officer. The successful candidate will be working on a long term project with a client, delivering internal refurbishment works to a large number of residential properties.

Primary purpose of the role: Lead and motivate team of Liaison Officers within the designated region. Build a relationship between client and the operational team at an appropriate level. Ensure good communication between client and site staff. Take lead on added value opportunities in order to promote the client and Burrows. To take lead on complex complaints. Provide cover for other members of their team.

Senior Liaison Officer - Position Overview

• Support, lead and motivate team members on designated contract(s). Identify and inform CRM/CM of any performance issues.
• Communicate existing systems to customer care team and management, ensuring standards are maintained and adhered to.
• Consult with CRM/ Contract Manager to help identify and plan Customer Care requirements.
• Manage absence / holiday cover for other team members.
• Offer training, support and mentor new members of team or those requiring additional training, support as identified by CRM
• Attending and holding interviews both internally and externally as and when required.
• Produce case studies to capture all aspects of positive working on site and within the community.
• Assist in the arrangements and attend pre-start meetings where required.
• Organise and conduct health and safety presentations for school visits in accordance with client requirements. Report feedback and photographs to CRM.
• Attend tenant and resident association meetings when invited or requested to attend (these may be held outside normal working hours).
• Consult with CRM, tenants and client in order to produce tenant newsletters.
• Arrange and plan open days, sending out invitation letters to tenants.
• Provide absence / holiday cover for other team members across various sites.
• Ensure that tenants keys are locked in a safe, secure and lockable cabinet, if they have been entrusted to the Company and return once works are complete.
• Compile and set up house files on site for every individual property / tenant and keep in lockable cabinet.
• Perform spot checks to ensure consistency and accuracy with all paperwork.
• Conduct product training for tenants as necessary
• Monitor and record any problems / issues that arise from the works. Resolve issues at an early stage, following company procedures. Identify and report trends and offer solutions.
• Take lead on complaint handling and resolution ensuring consistency across contracts. Produce complaints report to identify trends and provide solutions.
• Travelling will be required as part of the role.
• Other duties as assigned including deputising for CRM

Senior Liaison Officer - Position Requirements

• Previous experience within a similar role.
• Proven ability to communicate effectively and form relations with all stakeholders.
• Demonstrates respect, sensitivity and discretion in a public facing role.
• Capacity to handle confrontational or challenging situations calmly and safely.
• The ability to take lead and effectively resolve issues, disputes and complaints impartially and within the specified time scales.
• Demonstrates a positive and proactive approach to team work.
• Demonstrates a genuine commitment to excellent service delivery.
• Provides excellent leadership by example.
• Confident in report Writing and Record Keeping.

Senior Liaison Officer - Position Remuneration

• £25,000 - £30,000 basic salary
• Company pension
• 28 days holiday (including bank holidays)

Streamline Search is a technical recruitment agency based in Chichester, West Sussex operating across the United Kingdom. We are acting as a Recruitment Agency in relation to this vacancy, and in accordance with GDPR by applying to this post you are granting us consent to process your data and contact you in relation to this application.