Tenancy Liaison Officer

Programmed is a leading provider of operations and maintenance services across all industry sectors including education, health, infrastructure, manufacturing, transport and mining in Australia and New Zealand.

Our Facility Management (FM) business unit partners with our valued clients to deliver a comprehensive range of facilities management from small repair work to managing large-scale facilities and infrastructure networks.

We encourage career development, support flexibility and care about your personal wellbeing and safety. Join the Programmed team today.

Programmed Facility Management (PFM) is seeking a Tenant Liaison Officer to handle complex customer (tenant) access issues, complaints, Ministerial and Ombudsman inquiries for a significant social housing services contract. This role offers crucial support and information to tenants, PFM, and our client with empathy and professionalism. Responsibilities include conducting thorough investigations on customer complaints, offering feedback and advice, and communicating resolutions within approved timeframes to customers and/or clients.  This permanent, full time role based in Orange NSW, plays a crucial part in providing a positive customer and client experience while contributing to important services for the community.

• Manage complaints effectively, escalating when necessary, and logging all complaints.
• Compile information into concise documents for the client.
• Utilize internal systems accurately to support work order and knowledge management.
• Ensure integrity in all client dealings and meet client expectations and contract KPIs.
• Maximize customer satisfaction through adequate measures.
• Provide updates and responses to complaints in a timely manner.
• Review, investigate, and resolve customer complaints within specified timeframes.
• Manage client requests for information and produce quality written correspondence.

• Attractive salary package.
• Flexibility to achieve work/life balance.
• Paid parental leave, EAP and benefits program with great discounts.
• Long term career potential & growth with leading FM organisation.

To be successful in this role, you will ideally have experience managing escalations and customer complaint resolution. Experience in a government setting is highly desirable, however not essential. You will be a resilient individual with a ‘can-do’ attitude, natural ability for people engagement and possess highly developed communication.

 Additionally, you will demonstrate and possess the following:

• Customer Service, Communications or Administration certificate/qualification desirable, not essential.
• Highly developed communication and robust stakeholder engagement ability.
• Compassion and empathy toward customers.
• Strong conflict resolution skills.
• Autonomy and ability to work as wider team.
• Intermediate Microsoft Office Suite skills (MS Teams, Word, Excel, PowerPoint etc).
• Cultural alignment with our core values: Safety Leadership, Care & Empathy, Customer Service, and Diversity, Inclusion & Equality.

Join us on our mission to build outstanding people, strong customers, and great communities by submitting your application today.

Programmed and PERSOLKELLY supports a workplace culture of zero harm and encourages this in all that we do.

Programmed and PERSOLKELLY strives for diversity, inclusion and equality of our people. We seek a workforce that is representative of the communities we work in. We encourage people of all cultures, gender, age, sexual orientation or abilities to apply.

To learn more about working with Programmed and PERSOLKELLY, we encourage you to visit our website.