Senior Housing - Customer Liaison Officer

Job Description

You will be operating in a three-tiered customer service environment. The third tier is the most complex, reflecting the challenges when dealing with complicated customer needs or vulnerability. The Customer Liaison Officer (Level 3) role sits in the thirdtier, taking ownership of our most complex cases. Youll work closely with colleagues in the Customer team and across the organisation, to deliver the best outcome for customers and mhs. Typically youll manage cases where complex judgment is required eitherface-to-face, in customer homes or on the telephone.WHAT AM I ACCOUNTABLE FORDelivering excellent operational performance through holistic management of complex cases, where the customer need may relate to one or more of the following: tenancy sustainment, debt, anti-social behaviour, allocation needs Deploying specialist knowledge and skills to resolve complex situations achieving the best outcomes for the customer, the community, drawing on other colleagues in the Customer team as required to develop own expertise when neededAs and when things gowrong, investigating customer concerns and ensuring that they are resolved appropriately, ensuring that learning from mistakes feeds into continuous improvement.Youll be an ambassador for this organisationand work with external agencies such as thePolice and Social Services, to deliver the right outcomes and solutions for customers, communities and for my client, within agreed targetsSharing best practice and coaching or support less experienced colleagues as requiredEmbracing change, new technologiesand suggesting new ways of working.Contribution to overall performance of the Customer team.WHAT WILL I BRING TO THE ROLE Whats essential:Experience of working within housing or with people in housing need in some or all of the following disciplines: o Debt and welfare, benefits advice o Tenancy management o Sustainment o Anti-Social Behaviouro Housing needThorough knowledge of relevant legislation in area expertiseStrong customer management and relationship skills 1 Please refer to the Leadership Behaviours Framework for this level 2 |Effectively manage a portfolio of complex cases Working effectively with colleagues across the business, and with external stakeholders.Driving LicenseBUDGETARY RESPONSIBILITIES: Headcount: Not applicable Financial (operational / capital): Not applicable Other, if applicable: In line with third tier processes in the Customer team ESSENTIAL QUALIFICATIONS: No essential qualifications are required for thisrole, although a relevant housing qualification (such as Chartered Institute of Housing) would be welcome.Whats essential:Experience of working within housing or with people in housing need in some or all of the following disciplines: o Debt and welfare, benefits advice o Tenancy management o Sustainment o Anti-Social Behaviour o Housing needThoroughknowledge of relevant legislation in area expertiseStrong customer management and relationship skills