The Sureserve Group of businesses provides market-leading compliance and energy services across the UK, with 4000 employees working from over 20 offices.Sureserve Compliance South, delivers heating services within the social housing sector across London & the South East. We support our clients across domestic gas, commercial gas, renewables, and electrical services. We are Londons largest, most successful gas contractor, focusing on long-term contracts with our clients to offer our staff job security and progression opportunities.RoleThe role of our Client Resident Liaison Officer is to act as the main point of contact for our client and be a customer contact for compliance, relevant queries, complaints, and complex issues. The role also involves daily administration/client reporting and will be based in the Dartford office. Act as the main point of contact for escalated calls from Customer Service AgentsWork closely with operations/managers and liaise with customer to ensure smooth resolution of any complex issues, maintaining regular contact to keep customers informed of progressAct as a mediator to prevent issues being escalated and reduce the number of formal complaints being raisedUpdate and provide compliance & repair reports to clientCall customers to arrange appointments for follow up worksSupport the Customer Service Agents by providing feedback on common causes of complaints and work with the team leaders to support coaching and training needsLiaise with Contract Administrators to keep appraised of any issues likely to arise on individual contractsAssist the Complaints and Performance Officer in recording complaints and responding to complaints and requests for compensation, monitoring complaints to resolution while keeping customer up to date with progressAdhere to and support K&Ts and their clients policies and procedures regarding data protection and equality and diversityAttend Contract meetingsAll associated ad-hoc administrative dutiesThe successful candidate will havePrevious administrative experience, preferably from a social housing/construction backgroundAble to provide a high level of courteous, professional customer serviceProficient in MS Office, in particular, Outlook and ExcelGood written and verbal communication skillsFlexible attitude with strong organisational skillsWhat we can offer youWe offer a range of benefits designed to support your lifestyle whilst working for Sureserve and outside of work, some of these include:Competitive salaryContributory Pension schemeLife assurance28 days annual leave inclusive of bank holidays, rising 1 per year of service to a max of 33 daysEnhanced maternity, paternity, adoption leave, and other family friendly policies such as carers leave, neonatal leave, IVF, and assisted conception leave.In addition, the role offers:Sureserve Benefits Hub, accessing over 1000s retail discountsVirtual GP service, 24/7, 365 days, available for employees and your immediate familyEmployee assistance programme (EAP), available 24/7. 365 days, for employees and your immediate familyBike2Work schemeHome & Electronics salary sacrifice purchase schemeSureserve is an equal opportunities employer, dedicated to nurturing a diverse and inclusive work environment. We are committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran statusReasonable adjustmentsAs part of our commitment to Inclusivity, we offer reasonable adjustments throughout the recruitment process for individuals who may require them. If you feel you need any adjustments, please contact Pre-employment checksSuccessful applicants will be subject to eligibility checks with a 3rd party, including the right to work in the UK and DBS checksJBRP1_UKTJ