At least two years of customer-facing experience, including managing expectations and dealing with complaints.
Act as the main contact for residents and others affected by the works.
Arrange appointments and property access so trades teams can complete work to programme.
Explain upcoming works and start dates, and provide residents with relevant information.
Identify residents who may need additional support and help tailor communication to their circumstances.
Complete property condition and appliance surveys before work starts, including photographs where required.
Visit residents while work is in progress and keep them updated.
Record progress in individual properties and coordinate with site staff to meet project targets.
Respond to complaints, keep accurate records and work to resolve issues promptly.
Collect resident satisfaction surveys when properties are handed over.
Maintain project records, prepare reports and attend project meetings.
Strong customer service and communication skills. Experience from hospitality, retail, the NHS, education or a similar customer-facing setting may be relevant.
Ability to organise your workload around a construction timetable and follow up on access arrangements.
Confidence learning and using an in-house software system.
An empathetic approach and the ability to work with people with different needs.
Good problem-solving, organisation and time-management skills.
Experience in social housing or customer service within construction.
