Apprentice Resident Liaison Officer

Customer Care:

Proactively respond to expressions of dis- satisfaction at the initial stage. Investigate, register all complaints and report in accordance with company and client procedures. Maintain the company’s complaint log and use the information to report on trends. Visit residents in their homes, when required, dealing with queries and keeping them informed. Make appointments for further work, if required, and ensure these are carried out. Respond to expressions of dis-satisfaction received from residents via the text message service within agreed timescales and ensure the issues are addressed. Ensure resident surveys are carried out, recorded, address any actions, and provide a monthly report on the survey findings.
Attend monthly contract meetings and supply relevant reports.

Community Engagement:

Attend Resident Surgeries and assist vulnerable people report repairs. Organise resident consultation events and attend Resident Association meetings as required. Identify vulnerabilities relating to individual residents and liaise with the client’s housing officers or support services where necessary. Work with our Performance Team to ensure that identified vulnerabilities are accurately recorded within the organisation's systems. Working with the Community Investment Team, organise volunteering and fundraising events. Liaise closely with senior staff to generate a positive culture within the Division. Complete a daily activity sheet detailing visits to residents and clients. To contribute ideas and suggestions that may enable the company to provide a better service. Provide any other reports requested by Client, Line Manager or Customer Manager. To deliver Customer Care talks as and when required and to ensure they are documented. Fully comply with the Organisation's Health and Safety and Lone Working policies. Follow policies, procedures, and initiatives related to sustainability and environmental compliance. Undertake any other ad hoc duties necessary for the smooth running of the Repairs and Maintenance Division.

Training:
You will attend college one day per week working towards the Level 3 Customer Service Standard.

 

Training Outcome:
Opportunity for permanant work on successful completion of apprenticeship

Employer Description:

AxisCLC, is a trusted property services specialist delivering responsive repairs, planned works, refurbishments and voids services. We employ more than 1,500 people and support over 250 clients across London and the Southeast. Backed by over 110 years of combined experience across the Axis CLC group, we help keep residents safe, properties well maintained and clients fully compliant.

Working Hours :
Monday - Friday. Start times will vary depending on contract.

Skills:
Communication skills,IT skills,Attention to detail,Organisation skills,Customer care skills,Problem solving skills,Logical,Team working