Company Description
United Infrastructure is a dynamic and rapidly expanding business, focused on delivering critical infrastructure projects across the utility and social infrastructure sectors. Our team of highly skilled and hardworking specialists deliver innovative solutions to the complex challenges our clients face.
The company is divided into two business areas:
- Utility Infrastructure – design, build and maintain critical water, energy, power and telecoms infrastructure for the UK’s largest network owners and operators.
- Social Infrastructure – revitalise homes and communities through retrofit, refurbishment and maintenance work.
Job Description
We are seeking a Resident Liaison Officer with experience in customer service, retail or care, to promote and deliver a high standard of customer care for all residents. The role ensures strong communication links between residents, the client, the call centre and the operational team, enabling works to be managed effectively and addressing any issues proactively.
Specific Responsibilities
- Ensure United Living HSE & Q standards, operating processes, company policies and legislative requirements are understood, implemented and adhered to.
- Learn and understand the United Way of working, ensuring processes are complied with and adopted into daily disciplines, and induct other employees as required.
- Act proactively to maximise comfort for all residents, resolving issues quickly and effectively, and ensuring residents receive the best possible service.
- Assist in monitoring, evaluation and control of service performance.
- Learn and understand the requirements of Total Mobile and ensure adherence.
- Demonstrate respect, sensitivity and discretion in a public facing role.
- Coordinate and attend pre‑start meetings with residents to carry out needs assessment, establish colour choices/styles, complete documentation, discuss health and safety, safeguarding issues, etc.
- Develop action plans from needs assessments through liaison with the client’s representative and site management.
- Coordinate and attend Resident Liaison forums to build relationships, inform key groups of work, understand priorities, receive feedback and address concerns.
- Ensure effective written communication to residents throughout works, including pre‑start documentation, notices (7, 14, 28 day letters as instructed), scope of works, timescales and programme changes.
- Maintain regular communication via contact lists, newsletters, meetings, daily visits, open days and group events.
- Create and maintain property diary, record and photograph condition of white goods/working area for each property before work commences, log daily visits and keep records.
- Provide residents with out‑of‑hours contact information.
- Develop key client contacts to ensure residents are fairly represented and service delivery remains at highest level.
- Resolve escalated complaints and ensure effective Complaints and Customer Care Procedure is in place.
- Provide product training to residents as appropriate.
- Contact residents post‑completion to confirm satisfaction, address outstanding matters and explain the 12‑month defect liability process.
- Work closely with the wider team to meet contract requirements and Key Performance Indicators.
- Maintain effective working relationship with the Call Centre team to deliver consistent Customer Service.
- Monitor and record complaints regarding alleged damage to property or personal belongings; investigate and resolve concerns, communicate solutions to management.
- Ensure Equality and Diversity Policies are in place and adhered to.
- Collaborate with Senior Resident Liaison Officer on initiatives and procedures to share best practices.
- All other duties as assigned.
Qualifications
- Over 2 years of experience in a customer service role, or similar.
- IT literate – especially Microsoft Office and Excel; keen to extend knowledge on software packages.
- Well‑developed verbal and written communication skills; ability to work cooperatively with multi‑disciplined groups.
- Team player, comfortable working alone.
- Understanding of respect, sensitivity and discretion in a public facing role.
- Valid driving licence.
- Experience of retrofit, housing and/or planned maintenance – desirable.
- Some flexibility of working hours may be required (evening meetings).
- Self‑motivated, enthusiastic and calm under pressure.
Additional Information
If you are ready to be part of our expanding team and contribute to our success, apply today for immediate consideration. Join us on this exciting journey of growth and innovation.
As a business, United Infrastructure prefers to hire directly and will be in touch with our PSL Agencies if support is required. We do not accept speculative CVs from agencies. If speculative CVs are sent, no fee will be applicable.
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