Resident Liaison Officer

THE ROLE

The Sureserve Group of businesses provides market-leading compliance and energy services across the UK, with over 3,200 employees working from over 20 offices.

K&T Heating Services, part of the Sureserve Group, delivers heating services within the social housing sector across London & the South East. We are 500 people strong and support our clients across domestic gas, commercial gas, renewables, and electrical services. We are London’s largest, most successful gas contractor, focusing on long-term contracts with our clients to offer our staff job security and progression opportunities.

K&T Heating Services oversee the commercial and domestic gas requirements for over 12,000 properties. This role will act as the liaison point for client, resident, and K&T to ensure a smooth and efficient customer experience.

The role of our Resident Liaison Officer is:

To act as the main point of contact for our client and be a customer contact for compliance, escalated queries, complaints, and complex issues. The role also involves daily administration/client reporting and will be based 3 days per week in Croydon & 2 days per week in Dartford (the Dartford requirement may change).

• Act as the main point of contact for escalated calls from Customer Service Agents
• Work closely with operations/managers and liaise with customer to ensure smooth resolution of any complex issues, maintaining regular contact to keep customers informed of progress.
• Act as a mediator to prevent issues being escalated and reduce the number of formal complaints being raised.
• Update and provide compliance & repair reports to client.
• Call customers to arrange appointments for follow up works
• Support the Customer Service Agents by providing feedback on common causes of complaints and work with the team leaders to support coaching and training needs
• Liaise with Contract Administrators to keep appraised of any issues likely to arise on individual contracts
• Assist the Complaints and Performance Officer in recording complaints and responding to complaints and requests for compensation, monitoring complaints to resolution while keeping customer up to date with progress.
• Adhere to and support K&T’s and their clients’ policies and procedures regarding data protection, equality, and diversity
• Attend Contract meetings.
• All associated ad-hoc administrative duties.

THE CANDIDATE

In order to be considered for this role you will need to demonstrate the following:

• Previous administrative experience, preferably from a social housing/construction background
• Able to provide a high level of courteous, professional customer service
• Proficient in MS Office, in particular, Outlook and Excel
• Good written and verbal communication skills
• Flexible attitude with strong organisational skills

What K&T can offer you

• Salary up to £32k depending on experience

• Salary exchange pension
• Employee assistance programme
• 28 days annual leave including bank holidays, rising by one day with each full year of service (max five additional)
• Enhanced family leave (dependent on length of service)