Job Title

Job Description Summary

Job Description

• Plan and implement the resident engagement strategy, outreach programmes, dialogues, roadshows and community initiatives in collaboration with the Town Council and relevant stakeholders.
• Oversee resident enquiries and feedback received through calls, counter services, email, written correspondence, digital channels and other contact points.
• Drive first-contact resolution by equipping frontline staff with accurate information, standard responses, escalation protocols and service recovery guidance.
• Coordinate with property, maintenance, project, finance and administrative teams to investigate cases, secure timely action and provide clear updates to residents.
• Monitor call handling performance, including call-resolution and dropped-call trends, and implement corrective actions where service levels are not achieved.
• Ensure feedback is acknowledged or responded to within one business day, with unresolved or sensitive cases escalated promptly to the appropriate management level.
• Monitor customer satisfaction and analyse compliments, complaints, recurring issues and service gaps to identify improvement opportunities.
• Maintain complete case records, track ageing and closure status, and ensure correspondence is professional, consistent and approved where required.
• Prepare and submit accurate monthly reports on resident engagement and service delivery, including KPI results, trends, root causes, corrective actions and follow-up status.
• Conduct service quality checks, coaching and briefings for customer-facing staff and support the implementation of customer-service procedures.
• Support communications and resident engagement during major incidents, service disruptions, estate works and Town Council initiatives.
• Perform other resident engagement, publicity and community development duties assigned by the Town Council or management.