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

Sure Maintenance, part of The Sureserve Group are a market leading heating and hot water specialist with over 40 years of successful delivery and a growing client base.

Overview of Role

Sure Maintenance have an opportunity for a dedicated and skilled Resident Liaison Officer to join our dynamic team. This role will play a significant part in maintaining strong relationships with our clients and their residents, in the effort to ensure 100% across gas servicing. If you have impeccable attention to detail, excellent communication abilities, and a passion for customer service, we want to hear from you.

You will be required to cover a geographical area, working with management, administrators and the client to ensure 100% compliance for annual gas services.

This will include using a variety of methods, including phone calls and home visits, to contact customers to arrange service appointments for hard to access properties.

Great interpersonal and customer service skills are required. You will work closely with the client and report back on a regular basis.

Some work outside of normal hours may be required as is a full UK driving license.

 Key Responsibilities

• Schedule annual services in conjunction with the Client specific procedure.
• Where possible ensure that annual servicing referrals are kept to a minimum by means of, telephone communications, home visits & customer liaison, this may involve work outside of normal working hours.
• On a daily basis ensure escalation and completion of annual service visits are progressed as per the client specified processes.
• Produce reports from the Contract Management software to be used to ensure that properties meet the Servicing Procedure requirements. Produce accurate and timely reports to Clients and Management as and when required.
• Deal with tenant complaints following the Company complaints procedure, providing management and the Client with written reports on remedial action required.
• Initiate and manage the Complaint / Incident Procedure in accordance with Company Policy. Arrange appointments with customers regarding complaints; ensure internal Management staff are kept up to date at all times.
• Liaise with the customers for the rectification of any outstanding work or repair work, ensuring prompt rectification.
• Attend client meetings including Resident’s Meetings, Roadshows and Contract Review meetings.
• To maintain personal and professional development to meet the changing demands of the job, participate in appropriate training activities and encourage and support staff in their development and training.
• To undertake such other duties, training and / or hours of work as may be reasonably required and which are consistent with the general level of responsibility of this job.
• Assist in establishing, collating and monitoring Tenant satisfaction level data.
• Ensure compliance with all company standards, policies and procedures.

Required Attributes

• Exceptional attention to detail and administrative skills.
• Strong multitasking abilities to handle tasks concurrently.
• Resilient and capable of working under pressure with a solution-oriented mindset.
• Excellent organizational abilities to prioritize and manage workload efficiently.
• Proficient with IT systems, including MS Office Suite.
• Friendly and professional attitude in all interactions with team members and residents.
• Experience in customer service oriented roles.
• Effective communication skills, both written and verbal.
• Ability to maintain a high level of professionalism and confidentiality.
• A flexible and adaptable work ethic, ready to collaborate in a team setting.

What We Offer

• Employee wellbeing programme, occupational health support, telephone support- counselling for staff
• Service level awarded annual leave
• Enhanced Maternity & Paternity Packages
• Cycle to Work Scheme
• Gender & Equality Working Group
• Employee Voice Programme
• Sureserve Legends- celebrating the fantastic ways in which our employees live our values.

 We are committed to developing talent at all levels, ensuring equality, diversity, and inclusion in the way we work and in the communities in which we work, and making sure that every one of our people, clients and customers has the opportunity and support to fulfil their professional and personal potential.

Apply today to join our remarkable team

If you have the skills and experience we're looking for, we'd love to hear from you!

Successful applicants will be required to provide evidence of their eligibility to work in the UK, & DBS checks will be conducted prior to employment.