Resident Liaison Officer Job at Sureserve (Portsmouth)

Resident Liaison Officer

Sureserve

Location:
United Kingdom , Portsmouth

Category:
Customer Service

Contract Type:
Employment contract

Salary:

27976.00 GBP / Year

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Job Description:

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, (travel between tenant properties in the Portsmouth and surrounding areas) 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 licence.

Job Responsibility:

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 & resident 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
Contact residents when required to reschedule appointments
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 resident 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 residents regarding complaints
ensure internal Management staff are kept up to date at all times
Liaise with residents 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
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
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 resident satisfaction level data
Ensure compliance with all company standards, policies and procedures

Requirements:

Valid UK driving licence (essential)
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 organisational abilities to prioritise and manage workload efficiently
Proficient Microsoft Office packages
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:

Company vehicle and fuel card supplied
Uniform, PPE & mobile device supplied
Contributory pension scheme
Life assurance
20 days + Bank holidays (service based increasing holiday scheme)
Enhanced maternity, paternity, adoption leave and other family friendly policies
Sureserve Benefits Hub, accessing over 1000 retail discounts
Virtual GP service, available for employees and immediate family
Employee Assistance Programme (EAP)
Bike2Work Scheme
EV Car Scheme
Employee engagement events and “Employee Voice” programmes
Strong opportunities for career growth and development
“Sureserve Legends” – celebrating the fantastic ways in which our employees live our values
Committed to Diversity & Inclusion

Additional Information:

Job Posted:
May 15, 2026

Employment Type:

Fulltime

Work Type:

On-site work

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