Pinnacle Group are looking for a Resident Liaison Officer to play a key role in supporting the region’s transition to efficient working platforms and implementing new performance measures to secure continuous improvement through resident engagement.Resident Liaisons Officers are skilled in stakeholder management and have an excellent understanding of the drivers for customer engagement and satisfaction.Your role will involveleading the development and embedding of customer and client relationship management.Acting as the primary liaison between operations and customers, the RLO will proactively seek feedback and ensure the service is customer focused, with responsibility for providing timely and accurate updates to key stakeholders regarding estate services performance.You will be working 20 hours per week, Monday - Friday, 9AM - 1PMWho we ArePinnacle Group is a leading UK private sector provider of housing and neighbourhood services, managing and maintaining communities where people live, learn, work and play.We’re a people-first organisation with a values-driven culture that has remained consistent for thirty years; living through how we treat our employees and our customers.Who we’re looking forWe’re looking for someone who, alongside the key criteria below, will sign up toour valuesofTrust, Respect, Involve, Challenge and Deliver Excellenceand will be determined to maintain the confidence of our clients and communities.Key responsibilities will include:Assist management team to undertake service improvements through the provision of data analysis and business intelligence.Have knowledge and understanding of contract compliance in terms of specification/KPIs and ensure this is reflected in the performance management system.Ensure contractual requirements are met and exceeded in relation to cleaning, grounds maintenance and environmental standards. Responsible for undertaking frequent and robust Inspections.Promote and actively encourage resident engagement in the process, including the identification of active tenant and residents’ associations, panels and forums.Lead the development of the WFM product and ensure key stakeholders understand, support and buy into the technology, ensuring that it enhances the customer experience.Key requirements:Strong administration experiencePrevious experience working within a customer service roleDriving LicenseOur offerThe more diverse our workforce, the better we can adapt to and reflect the needs of our customers.We welcome applications from all backgrounds – particularly from those who represent the communities we serve.As a colleague, you will become part of an inclusive culture, where you will have the opportunity to achieve your full potential and enhance your career through learning and development.We offer a wide range of benefits at Pinnacle Group, depending on your role or business area, these range from additional leave packages to pension plans and discounts at your favourite retailersMaternity/paternity packagesFlexible Working ArrangementsLife AssuranceEnhanced Pension SchemeAdditional Annual LeavePrivate Medical InsuranceCycle to Work SchemeEmployee Assistance ProgrammeRetail DiscountsChildcare AssistanceSeason Ticket LoansSick Pay SchemesPersonal Development PlansCompany Car/Car AllowanceElectric Vehicle Scheme
