Resident Liaison Officer

Resident Liaison Officer

Location:

Dartford |

Contract:

Permanent |

Hours:

9‑5

We are looking for a confident and customer-focused Resident Liaison Officer to act as the main point of contact for escalated customer queries, complaints, and complex issues. You will play a key role in resolving issues efficiently, improving customer experience, and supporting the Service Delivery team in managing formal complaints.

• Act as the main point of contact for escalated calls from Customer Service Agents
• Manage complex customer queries and complaints, ensuring timely and effective resolution
• Liaise directly with customers, providing regular updates and maintaining clear communication
• Act as a mediator to resolve issues early and reduce the number of formal complaints
• Support the Service Delivery Officer in investigating and responding to formal complaints
• Contact customers to arrange follow-up appointments where required
• Provide feedback to Customer Service Agents on common complaint themes
• Work closely with Team Leaders to support coaching and training needs
• Liaise with Contract Administrators to highlight potential issues on individual contracts
• Maintain high internal standards relating to call quality and customer serviceli>
• Meet productivity targets and contribute to individual and team performance goals
• Assist the Complaints and Performance Officer with complaint logging, responses, and compensation requests
• Ensure compliance with company policies, including data protection and equality & diversity

• Experience in customer service, complaints handling, or escalations
• Strong communication and problem-solving skills
• Ability to handle complex and sensitive situations professionally
• Confident working with customers, colleagues, and multiple stakeholders
• Good organisational skills and attention to detail
• Ability to meet targets while maintaining quality standards

• Competitive salary
• Supportive team environment
• Training and development opportunities

  Apply Now