Customer Relationship Officer

PURPOSE OF THE JOB

To manage the Council’s responsibility with regards to customer relations surrounding works to the council’s housing stock. To ensure that relationships are developed at area and community level.

To monitor customer care and relations and to propose appropriate corrective action as required to achieve customer satisfaction. To manage customer consultation events and processes.

PRINCIPAL ACCOUNTABILITIES

Responsibilities

1. To ensure that any consultation, resolution of issues, communication and public relations is carried out as efficiently and effectively as possible with due regard to the policies, financial regulations and procedures of the Council.

2. Resolve problems at an area or project level dealing with officers, residents, service providers, consultants etc.

3. Use consultation, customer focus, and interpersonal skills in assisting the delivery of investment programmes and services through phone calls, emails, site visits, newsletters and meetings (both in person and online).

4. Carry out customer and performance surveys, supporting the council staff and service providers with customer relationship, tenant choice, contact arrangements, etc.

5. Lead on resident engagement in works projects and use a range of methods to ensure resident feedback is obtained.

6. Responsible for liaising with the area offices and stakeholder forums.

Knowledge, including educational qualifications:

Knowledge of current housing legislation and social issues impacting on service delivery

Knowledge of best practice in consulting with the local community.

Knowledge of project and contract management in a construction environment

Knowledge of leasehold consultation requirements

Experience:

Experience of managing a wide range of customer related projects.

Experience of providing front-line services to customers

Experience of working with multi-trade contractors